Senior Fraud & Claims Operations Representative

About this role:

Wells Fargo is seeking Senior Fraud & Claims Operations Representatives in Fraud & Claims Management as part of Claims & Recovery. Learn more about the career areas and business divisions at wellsfargojobs.com.

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 detect and prevent fraudulent activity
• Perform complex customer support tasks by utilizing solid communication (outbound), verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information researched as a part of resolving a claim
• Review and decision ACH claim types by taking appropriate action using multiple systems and applications, and contact third parties for research when necessary
• Support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions
• Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area
• Provide subject matter knowledge and interpretation of procedures to less experienced staff
• Interact with fraud and claims functional area on a wide range of information as well as with external customers

Required Qualifications:

• 18+ months of Customer Service, Financial Services, Fraud, or Investigations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 1+ year of fraud investigations experience 
• 1+ year of experience in financial services 
• Knowledge and understanding of claims processing experience (Reg E, NACHA rules, and Visa dispute rules) 
• ACH claims experience; exposure to ATM and check fraud and debit card claim processing 
• Ability to meet accuracy, quality, and timeliness targets in a fast-paced, high-volume environment 
• Strong analytical skills and timely decision-making skills 
• Excellent verbal and written communication; strong interpersonal skills
• Strong customer service skills with the ability to research issues and provide clear, detailed responses to questions and concerns
• Effective collaborator across teams and organizational levels; flexible, adaptable, and partnership-oriented
• Outbound calling or customer contact experience 
• General ledger experience
• Proficient navigating multiple computer systems, windows, and search tools; ability to work across several screens while on the phone 
• Knowledge and understanding of banking fraud risks and common fraud patterns
• Skilled at executing in a fast paced, high demand, environment while balancing multiple priorities
• Strong attention to detail with a high degree of accuracy

Job Expectations:

• Must be able to attend full duration of required training period
• Ability to work additional hours as needed
• Must work on-site at the location posted

Training Schedule: 

• Monday - Friday 8:00 a.m.-4:30 p.m. Arizona Time for 5 weeks in class training.
• Upon completion of training, the regular work schedule is Monday - Friday 9:00 a.m.-5:30 p.m. Arizona Time.

Posting Location: 

• 2850 S Price Rd - Chandler, Arizona 85286

This position is not eligible for Visa sponsorship

Posting End Date: 

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

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.