Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in the Detection Operations - F&C as a part of Consumer & Small Business Banking. 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 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:
6+ month(s) of inbound call experience
6+ month(s) of fraud claims or prevention experience
6+ month(s) of fraud detection experience
6+ month(s) of banking financial operations experience
6+ month(s) Customer service focus with the ability to balance needs of clients, shareholders, and team members
Working knowledge of bank systems including Prevent, Hogan, CLAIMS, CCM, CIV, ServiceView, Lexus Nexus
Ability to provide strong customer service, including listening, eliciting information efficiently, comprehending, and resolving complex customer issues
Strong analytical skills with high attention to detail and accuracy
Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
Ability to make timely and independent decisions while working in a fast-paced and results-driven environment
Ability to research, analyze and determine a course of action for financial transactions
Ability to navigate multiple computer system windows, applications, and utilize research tools to find information
Ability to take initiative and work independently with minimal supervision in a structured environment
Excellent verbal, written, and interpersonal communication skills
Job Expectations:
Required In-Person 6 weeks Training Schedule: Monday - Friday 8:00 AM - 4:30 PM EST
Work Schedule: Tuesday - Friday 11:00 AM - 8:00 PM & Sat 8:00 AM - 4:30- PM EST or Tuesday - Friday 11:30 AM to 8:00 PM & Saturday 8:00 AM - 4:30 PM EST.
Flexibility of schedule is an expectation. Schedules are dynamic and will change based on business need as determined by customer volume; customers are the primary focus of everything we do.
This position offers a hybrid work schedule.
This position is not eligible for Visa sponsorship.
Posting Location:
7711 Plantation Rd., Roanoke, VA 24019
Posting End Date: 7 Jul 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.