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WellsOne Commercial Card: Fraud Chargeback Representative

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Wells Fargo

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Location:
United States , Salt Lake City

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

21.63 - 28.37 USD / Hour
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Job Description:

Wells Fargo is seeking a Senior Fraud & Claims Operations Representative for the WellsOne Commercial Card Fraud Chargeback Team. The Fraud Chargeback Team processes fraud claims submitted by our Commercial Card cardholders for transactions posted to their credit card account.

Job Responsibility:

  • 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 detect and prevent fraudulent activity
  • Perform complex customer support tasks by utilizing solid communication (inbound and outbound), verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information researched 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
  • Support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions
  • Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area
  • Provide subject matter knowledge and interpretation of procedures to less experienced staff
  • Interact with fraud and claims functional area on a wide range of information as well as with external customers
  • Reviews customer’s transactions/documentation to determine the chargeback rights available
  • Will use Visa & MasterCard chargeback rules and regulations to determine when to use a specific chargeback reason code and know which conditions must be met for that chargeback
  • Will determine if fraud dispute should be escalated to pre-arbitration and/or arbitration
  • Will determine when to file a compliance case and know which conditions must be met for that specific compliance reason
  • Contacts customers via email and/or phone to gather required information for fraud dispute filing
  • Reviews accounts to detect potentially fraudulent activity and take appropriate action
  • Reviews more complex/unique situations with senior department staff
  • May review and implement procedures and training materials to maximize efficiency and customer service and to assure compliance with governmental regulations
  • May participate in projects

Requirements:

  • 2+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
  • Fraud chargeback filing experience
  • Experience with Visa Resolve Online and/or MasterCom
  • Intermediate level of experience with Microsoft Office products
  • specifically, Outlook and Excel
  • Experience in credit card industry with Visa and Mastercard products
  • Knowledge of Visa and MasterCard Rules and Regulations
  • Strong analytical skills with high attention to detail and accuracy
  • Problem analysis and resolution skills
  • Strong organizational, multi-tasking and prioritizing skills
  • Ability to works well in a team environment with focus to work independently and manage own dispute caseload within timeframe expectations
  • Excellent verbal, written, and interpersonal communication skills
  • Experience with TSYS processing system
  • Commercial credit card experience
  • Treasury management experience
  • Strong computer skills with the aptitude to learn new systems quickly
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information

Nice to have:

  • Fraud chargeback filing experience
  • Experience with Visa Resolve Online and/or MasterCom
  • Intermediate level of experience with Microsoft Office products
  • specifically, Outlook and Excel
  • Experience in credit card industry with Visa and Mastercard products
  • Knowledge of Visa and MasterCard Rules and Regulations
  • Strong analytical skills with high attention to detail and accuracy
  • Problem analysis and resolution skills
  • Strong organizational, multi-tasking and prioritizing skills
  • Ability to works well in a team environment with focus to work independently and manage own dispute caseload within timeframe expectations
  • Excellent verbal, written, and interpersonal communication skills
  • Experience with TSYS processing system
  • Commercial credit card experience
  • Treasury management experience
  • Strong computer skills with the aptitude to learn new systems quickly
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information

Additional Information:

Job Posted:
May 16, 2026

Expiration:
May 23, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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