Fraud & Claims Operations Representative - Inbound Call Center

Fraud & Claims Operations Representative

Wells Fargo is seeking a Fraud & Claims Operations Representative to work in a Call Center Environment supporting Fraud & Claims Management by servicing inbound calls. 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:

Call Center experience

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

Bilingual speaking proficiency in Spanish/English

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

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

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

Financial services experience

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

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

Ability to follow policies, procedures, and regulations

Strong analytical skills with high attention to detail and accuracy

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

Job Expectations:

Training will be for six weeks, Monday - Friday, 8:30 am – 5:30 pm

Work Schedule: Must be available to work during hours of Operation. M-F 6:00am - 11:00pm

Schedule may be eligible for a shift differential under the terms of the shift differential policy

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, which may include working on Saturday and Sunday; customers are the primary focus of everything we do.

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

Job Location:

4101 Wiseman Blvd, San Antonio, TX 78251