Fraud & Claims Operations Representative

Fraud & Claims Operations Representative

Wells Fargo is seeking a Fraud & Claims Operations Representative for Credit Card Fraud Claims L to U Team as part of Fraud & Claims Management.

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:

• 6+ months of financial services experience
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Strong analytical skills with high attention to detail and accuracy
• Knowledge and understanding of DASH, First Track, Prevent, FDR, Indigo
• Outstanding problem solving and decision-making skills
• Excellent verbal, written, and interpersonal communications skills
• Basic Microsoft Office skills (Word, Excel, and Outlook)
• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment

Job Expectations:

• Training will be in office Monday - Friday 8:00am - 4:30pm for 4 weeks
• Full time schedule after training will be Monday - Friday 8:00am - 4:30pm
• Must be able to attend full duration of required training period
• Ability to work additional hours as needed
• Must work on-site at the posted work location
• This position is not eligible for Visa sponsorship

Job Location:

• 800 South Jordan Creek Parkway, West Des Moines, IA 50266

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.

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.

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

• Third-Party recordings are prohibited unless authorized by Wells Fargo.
• Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.