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 .

WELLS FARGO RECRUITMENT AND HIRING REQUIREMENTS:

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

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:

• Fraud claims, detection, or prevention experience or banking financial operations experience
• 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 moderately complex customer issues
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Bilingual speaking, reading, and writing proficiency in Spanish/English
• Ability to work effectively, as well asindependently or as a team, in a results-driven environment while managing own caseload within timeframe expectations
• Strong analytical and problem-solving skills with high attention to detail and accuracy
• Excellent verbal, written, and interpersonal communications skills
• 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 customer

Wells Fargo is seeking a Fraud & Claims Operations Representative in the Customer Assistance Center. 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:

• Fraud claims, detection, or prevention experience or banking financial operations experience
• 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 moderately complex customer issues
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Bilingual speaking, reading, and writing proficiency in Spanish/English
• Ability to work effectively, as well asindependently or as a team, in a results-driven environment while managing own caseload within timeframe expectations
• Strong analytical and problem-solving skills with high attention to detail and accuracy
• Excellent verbal, written, and interpersonal communications skills
• 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

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 policyMust work on-site at the location posted

Training Schedule:

• Training will be for 7 weeks, Monday - Friday, 8:30 am - 5:30 pm
• Hours of operations: Monday - Friday, 6:00 am - 11:00 pm. Initial schedule after training will be provided at time of offer and will be either 12:30 pm - 9:00 pm, 1:30 pm - 10 pm or 2:30 pm - 11 pm.

Posting Location:

• 4101 Wiseman Blvd - San Antonio, TX