Fraud & Claims Operations Representative

About this role:

Wells Fargo is seeking a...

In this role, you will:

• Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to prevent fraudulent activity

• Perform moderately complex customer support tasks by utilizing solid communication, verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim

• Receive direction from managers and escalate non-routine questions

• Oversee multiple claim types, and take appropriate action to decision the case using multiple systems and applications

• Interact with colleagues on required information as well as external and internal customers through inbound or outbound calling

• Contact third parties for research

Required Qualifications:

• 1+ years of customer service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Required Qualifications for Europe, Middle East & Africa only:

• Experience in Customer Service, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 1 + years of Call Center Experience

• Customer service skills with the ability to make both outbound and inbound phone calls.

• Experience processing items high production call volume

• Bilingual speaking/listening proficiency in Spanish/English

• Strong analytical skills with high attention to detail and accuracy

• Ability to read, analyze, and interpret documents/reports.

• Ability to make timely and independent judgement decisions while working in a fast-paced and results-driven environment.

• Ability to navigate multiple computer system windows, applications and utilize search tools to find information.

• Ability to work effectively, as well as independently, in a team environment.

• Systems Knowledge Outlook, Prevent, Lexis Nexis, CCM, CIV, CLAIMS, SVP

• Intermediate Microsoft Office skills

• Excellent verbal, written, and interpersonal communication skills.

Job Expectations:

• This position offers a hybrid work schedule and will only consider the location listed.

• This position is not eligible for Visa sponsorship.

Posting End Date:

21 Apr 2024

• Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.