Fraud & Claims Operations Specialist 4

Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

At Wells Fargo, we want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Branch and Check Non-Fraud Claims team is seeking a dynamic individual to research and resolve both Customer Research and Check Error cases. The Branch and Check Non-Fraud Claims team handles customer disputes for check posting errors as well as errors within branch transactions (i.e. deposits, withdraws, etc.) and resolves these disputes in accordance with Regulation E guidelines.

Duties may include:
• Balancing exceptional customer service with strong investigative research while working with internal and external Wells Fargo customers who suspect they have mis-posted transactions on their account.
• Reviews, verifies and/or identifies customer transactions to detect/prevent fraud, policy violations or resolving merchant disputes in order to mitigate and/or recover losses.
• May be responsible for multiple claim types.
• Researches, reviews and analyzes more complex account activity and claims with higher risk and higher dollar transactions requiring research that involve multiple transaction channels and products to reach resolution using multiple systems and applications.
• Monitors and reviews more complex account activity and claims that can include high risk and high dollar transactions requiring research that may involve multiple transaction channels and products.
• Identifies patterns, anomalies and trends and may analyze findings to determine extent of suspicious or unusual activity and level of risk.
• Identifies and may participate in resolving control deficiencies in bank processes, procedures, customer or team member decisions and assigns loss accountability.
• As a subject matter expert and universally skilled specialist, may provide work direction and act as an escalation point for junior level team members in more complex situations.
• May manage daily workflow activities for operations team including staffing and production metrics.
• May participate in special projects.

Schedule: 8:30am to 5:00pm. Based on business needs schedule can change and overtime may be required.

**Please note the posting duration may be shortened based on job seeker volume**

• 2+ years of experience in one or a combination of the following: customer service, financial services, fraud, or investigations; or 2+ years of military experience; or an AA/AS degree or higher

• Intermediate Microsoft Office skills
• Excellent verbal, written, and interpersonal communication skills
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Outstanding problem solving skills
• Ability to research and report on a variety of issues using problem solving skills
• Knowledge and understanding of regulatory compliance requirements surrounding Regulation E
• Ability to work effectively, as well as independently, in a team environment
• Experience developing partnerships and collaborating with other business and functional areas

• Proven researching experience with strong analytical problem solving complex situations using various bank systems
• Experience with customer disputes and being the liaison between the store and the customer
• Proficiency with experience with bank systems such as HOGAN, AXCIS, CSTAR, and RE
• Basic knowledge of Wells Fargo Bank general ledger operations processes
• 1+ year of back office operations experience
• Knowledge and experience of Accounting principles

All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.
Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Benefits

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.