About this role:

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 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 (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

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.