Senior Fraud & Claims Operations Representative

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Detection Specialty Deposit Group within Fraud and Claims Management. Learn more about our career areas and business divisions at .

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 (inbound and 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

• Oversee multiple claim types take appropriate action to decision the case using multiple systems and applications and may contact third parties for research as needed

• 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 detection or claims experience

• 1 year of financial services industry experience

• Experience in retail banking

• Knowledge and experience of internal systems Prevent and CIV

• Leadership skills including coaching training and mentoring

• Experience facilitating and delivering training or other related facilitation experience such as group meetings or presentations

• Ability to read analyze and interpret documents/reports

• Ability to act as a subject matter expert

• Strong analytical skills with high attention to detail and accuracy

• Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss

• Excellent verbal written and interpersonal communication skills

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

• Solid problem-solving skills

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

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

• Strong organizational multi-tasking and prioritizing skills

Job Expectations:

• Location: CIC - 1525 W WT Harris Blvd - Charlotte North Carolina 28262-8522

• Training: 4 weeks of in-person training required. You must complete the full training period. Work onsite for at least 120 days before becoming eligible for a hybrid schedule.

• Schedules may change based on business needs and customer demand. Flexibility to work various shifts within operating hours is required.

• Candidate must reside within a reasonable commute to one of the addresses listed in the posting but will have the option to work from home on a hybrid model