Fraud & Claims Operations Representative - Inbound Call Center

at  Wells Fargo

WHY WELLS FARGO:

Are you ready for the next step in your career? This is where it begins - at a company known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked #2 on the 2023 LinkedIn Top Companies list - and #1 among financial services companies - as the best workplace “to grow your career” in the U.S. We’re especially proud of our tangible, meaningful commitment to diversity, equity, and inclusion in the workplace. When it comes to employees’ financial health, we offer competitive salaries and generous benefits package. Apply today.

APPLICANTS WITH DISABILITIES

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

Required Qualifications:

• 1+ years of Customer Service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, educatio

Desired Qualifications:

• Experience handling inbound and/or outbound phone calls in a high volume, high production environment
• 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
• Fraud claims, detection, or prevention experience or banking financial operations experience
• Ability to work effectively, as well asindependently or as a team, in a results-driven environment while managing own caseload within timeframe expectations
• Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers
• Excellent verbal, written, and interpersonal communications skills
• Strong analytical skills with high attention to detail and accurac

Wells Fargo is seeking a Fraud & Claims Operations Representative in our Claims Assistance Center within Fraud & 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 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:

• Experience handling inbound and/or outbound phone calls in a high volume, high production environment
• 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
• Fraud claims, detection, or prevention experience or banking financial operations experience
• Ability to work effectively, as well asindependently or as a team, in a results-driven environment while managing own caseload within timeframe expectations
• Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers
• Excellent verbal, written, and interpersonal communications skills
• Strong analytical skills with high attention to detail and accuracy

Job Expectations:

• Must be able to attend full duration of required training period
• This position is not eligible for Visa sponsorship
• Ability to work additional hours as needed
• Schedule may be eligible for a shift differential under the terms of the shift differential policy
• Must work on-site at the location posted

Training Schedule:

• Training will be for seven weeks, Monday - Friday, 8:30 am - 5:30 pm
• Hours of Operations: Monday - Friday, 6 am - 10 pm, AZ time. Flexible to work any hours during hours of operation. Your assigned schedule is subject to change based on business needs and will fall within these hours of operation.
• Work Schedule: your initial schedule after training will be presented to you at time of offer and will be either 12:30 pm - 9:00 pm or12:30 pm - 10:00 pm.

Job Location:

• Chandler, Arizona - 2700 South Price Road