About this role:
Wells Fargo is seeking a PCC Fraud & Claims Operations Representative in Detection Operations. 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 (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
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- 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
- Customer service focus with the ability to listen to customer needs and
recommend solutions - Outstanding problem solving and decision-making skills
- Ability to navigate multiple computer system windows, applications, and
utilize search tools to find information - 6+ months of call center experience
- Excellent verbal, written, and interpersonal communication skills
- Call center customer service experience in the financial services industry
- Ability to perform in a fast-paced and high-pressure phone queue environment
- Good PC skills with the aptitude to learn new systems quickly
- Bilingual speaking proficiency in Spanish/English
- Check negotiability experience
- Basic Microsoft Office (Word, Excel, and Outlook) skills
- Banking industry experience
- 5 weeks paid Training. 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
- Hours of Operation 5am-5pm M-F & 6am-2:30pm Saturday (AZ)
14 Nov 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.
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.