Fraud & Claims Operations Representative

Fraud & Claims Operations Representative

Wells Fargo is seeking a Fraud & Claims Operations Representative to review account activity and high-risk transactions to prevent victim and perpetrator fraud, processes check fraud and Automated Clearing House (ACH) claims, investigates and resolves customer disputes (fraud and non-fraud) on all transaction types and manages all Wells Fargo identity theft cases.

We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow.

In this role, you will:

• Support and capture all pertinent information from customers about their claims
• Conduct research and provide updates on status of new and existing claims
• Identify opportunities to improve customer experience after thorough research of complex account activity, and take appropriate actions to handle the claim
• Perform routine customer support tasks by maintaining balance between exceptional customer service and solid investigative research while answering incoming calls in a call center environment
• Receive direction from team lead and escalate questions and issues to more experienced roles
• Interact with colleagues on basic day-to-day issues, and network with supporting functional areas to create a seamless experience for the customers

Required Qualifications:

• 6+ months 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 experience in banking and financial services or equivalent is preferred but not required.
• Successful completion of at least two years of college education in any field of study, at either the undergraduate or graduate level.

Job Expectations:

• Must be amenable to working in shifting schedules, including graveyard shifts, weekends, and holidays.
• Must be open to split rest days or non-consecutive days off.
• Must be amenable to onsite work; office is located in McKinley, Taguig City.
• Must be willing to support a pure voice process and take inbound and/or outbound calls.
• Must be able to attend full duration of required training period.
• Ability to work additional hours as needed.

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. 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 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.