Open Roles
Wells Fargo is seeking a Senior Fraud and Claims Operations Representative in Account Takeover Operations as part of Fraud and Claims Management. This role is critical in protecting customers and the bank from fraudulent activities while delivering exceptional customer service.
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 detect and prevent fraudulent activity. You will perform complex customer support tasks by utilizing solid communication skills, both inbound and outbound, verbal and written, to establish rapport with customers and de-escalate difficult situations.
You will oversee multiple claim types, take appropriate action to decision cases using multiple systems and applications, and may contact third parties for research as needed. The role includes supporting team performance in identifying gaps in bank processes, procedures, or decisions, and providing feedback on improving processes and tools. You will provide subject matter knowledge and interpretation of procedures to less experienced staff.
Candidates must have 2+ years of customer service support experience, or equivalent demonstrated through work experience, training, military experience, or education. Experience in fraud detection, claims processing, or financial services is highly valued.