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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.
Job Responsibility:
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
Requirements:
6+ months of customer service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Nice to have:
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