Fraud & Claims Operations Representative

About this role:

Wells Fargo is seeking a Fraud & Claims Operations Representative to support the Claims Assistance Center as part of Fraud & Claims Management. Learn more about the career areas and lines of business 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 prevent fraudulent activity

• Perform moderately complex customer support tasks by utilizing solid communication, and 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

• 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

• Receive direction from supervisor and escalate questions or issues

• Interact with immediate team and functional area on wider range of information, plus internal or external customers

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

Desired Qualifications:

• Experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving customer issues

• Bilingual speaking proficiency in Spanish/English

• Call Center experience

• Financial services experience

• Knowledge and understanding of financial crime, fraud, or risk management

• Ability to follow policies, procedures, and regulations.

• Ability to work effectively in structured but flexible, adaptable and changing work environment

• Ability to navigate multiple computer systems, applications, and utilize search tools to find information

• Strong analytical skills with attention to detail and accuracy

• Basic Microsoft Office (Outlook, Word and Excel) skills

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

• Ability to manage to production goals, deadlines, and various metrics

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

• This position is not eligible for Visa sponsorship

Training:

• Training will take place over six weeks, Monday through Friday, from 8:30 AM - 5:30 PM (Arizona Time). Your post-training work schedule will be provided at the time of offer.

Work Schedule:

• Must be available to work flexible hours within the hours of operations at the Chandler location, which are Monday through Friday, 7:00 AM - 7:00 PM (Arizona Time).

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

• Your assigned schedule is subject to change based on business needs and will fall within the hours of operation. Schedules are dynamic and will change based on business need as determined by customer volume; customers are the primary focus of everything we do.

Job Location:

• 2850 S Price Road, Chandler, Arizona 85286

• 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 schedule

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.