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Wells Fargo is seeking a Lead Fraud & Claims Operations Representative for the WellsOne Commercial Card Fraud Chargeback Team. The Fraud Chargeback Team processes fraud dispute claims submitted by our Commercial Card cardholders for transactions posted to their credit card account.
Job Responsibility:
Work to recover all possible funds on Commercial Credit Card Fraud claims
Determine if there are chargeback rights, compliance rights and/or Liability Waiver claim rights available for each disputed transaction by using Visa and MasterCard regulations
File Unusual Activity Referrals and Operational Risk Events
Support performance and overall effectiveness of team as well as cross-group operational tasks
Proactively provide feedback and present ideas for improving or implementing processes and tools with efficient flow of fraud and claims operations
Perform or guide others on complex account activity and claims that can include high risk and high dollar transactions requiring research that involves multiple transaction channels and products
Independently prioritize work and provide day-to-day work leadership and mentorship for fraud and claims team
Contributes to resolving control deficiencies in bank processes, procedures, customer, or team decisions that require coordination among cross-functional teams
Provide guidance and subject matter expertise to less experienced staff in complex situations on wide range of information related to fraud and claims
Requirements:
2+ years of customer service, financial services, fraud, or investigations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
1+ years of Visa and MasterCard fraud chargeback experience
Visa Resolve Online Knowledge
MasterCard Connect/MasterCom knowledge
TSYS knowledge
ServiceView knowledge
Commercial Credit Card experience
Problem analysis and resolution skills
Intermediate Microsoft Excel skills
Excellent verbal, written, and interpersonal communication skills
Effective organizational, multi-tasking, and prioritizing skills