Fraud & Claims Operations Representative - Inbound Call Center

About this role:
Wells Fargo is seeking Fraud & Claims Operations Representatives to work in a Call Center Environment supporting Consumer & Small Business Banking Fraud and Claims by servicing Inbound Calls. Learn more about our career opportunities and lines of business at wellsfargojobs.com.
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, 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
• Receive direction from managers and escalate non-routine questions
• Oversee multiple claim types, and take appropriate action to decision the case using multiple systems and applications
• Interact with colleagues on required information as well as external and internal customers through inbound or outbound calling

Required Qualifications, US:

• 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:

• Flexible to work any hours during hours of operation, which are: Monday - Friday, 6 am - 11 pm CST. Your assigned schedule is subject to change based on business needs and will fall within these 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.
• Training will be for six weeks, Monday - Friday, 8:30 am - 5:30 pm
• Work Schedule: your initial schedule after training will be presented to you at time of offer and will be either 1:30 pm - 10:00 pm or 2:30 pm - 11:00 pm. Schedule includes a shift differential.
• This position is not eligible for Visa sponsorship

Job Location:

• San Antonio, TX - 4101 Wiseman Blvd

Posting End Date:
21 Dec 2023
*Job posting may come down early due to volume of applicants.
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
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 US: 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.
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.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.