Fraud & Claims Operations Representative

Fraud & Claims Operations Representative

Wells Fargo is seeking a Fraud & Claims Operations Representative in Detections Operations within Fraud and Claims Management. Find out why we're the #1 financial services company to grow YOUR career. Apply today.

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 to prevent fraudulent activity
• Perform moderately complex customer support tasks by utilizing solid communication (inbound and outbound), 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
• May oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research
• Receive direction from supervisor and escalate questions or issues to team leadership, as needed
• 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 moderately complex customer issues
• Experience handling inbound and/or outbound phone calls in a high volume, high production environment
• Fraud claims, detection, or prevention experience or banking financial operations experience
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Excellent verbal, written, and interpersonal communications skills
• Strong analytical and problem-solving skills with high attention to detail and accuracy
• Bilingual speaking, reading, and writing proficiency in Spanish/English

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

Training Schedule:

• Mandatory 6 Weeks Training is Monday-Friday 8 AM - 5 PM CST

Work Schedule:

• Hours of Operations: (2 Shifts Available)
• Tuesday - Saturday 2 PM - 11 PM CST (Days Off: Sunday/Monday)
• Monday, Tuesday, Friday, Saturday 12 PM - 11 PM CST (Days Off: Sunday/Wednesday/Thursday)
• Schedule may be eligible for a shift differential under the terms of the shift differential policy

Posting Location:

• 4101 Wiseman Blvd Bldg. 106 - San Antonio, Texas 78251
• 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

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 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.

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.