Fraud and Claims Operations Specialist 2

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 successful candidate for the Fraud and Claims Ops Specialist 2 will work to mitigate credit losses for the bank by supporting the investigation of credit card fraud claims placed by external and internal customers. Our objective is to avoid and or recover credit fraud losses. Successful candidates will be working in a fast paced production oriented environment and using multiple online computer systems with technical proficiency.

The main responsibilities for this position will be: Support of the Credit Card fraud claims processing teams. Review incoming correspondence from our credit card holders. Review referrals from other business units and forwarding incoming documents for imaging. Account review, balancing and adjustments.

Job duties may include:
•Reviews, verifies and/or identifies customer transactions to determine if there have been financial crimes activities, policy violations and suspicious situations in order to mitigate and/or recover losses
•Review moderate to complex account activity which requires research that may involve multiple transaction channels
•Uses a variety of sources for information, including online systems and tools/models
•May perform general account handling functions
•Document research findings and actions on cases for possible referrals of Suspicious Activity, Identity Theft Operations (ITO) and Suspected Financial Abuse
•May contact customers and/or vendors to validate transactions
•May maintain files, records, databases and prepare standard/routine management reports
•Prepares required documentation including Suspicious Activity Reports and/or Elder Abuse reports
•May identify control failures in bank processes, procedures, and customer or team member decisions and then categorize losses and assign loss accountability
•Reviews more complex/unique situations with senior department staff
•UAR and ID theft referral processing
•Incoming correspondence distribution, tracking and processing

The work schedule will be Monday - Friday 8:00am – 4:30pm CST

• 6+ months of customer service or military experience; or an AA/AS degree or higher

• Credit card fraud claims or prevention experience
• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
• Ability to research and correspond with customers, responding to their questions and concerns with detailed information
• Ability to research, analyze, and determine a course of action for financial transactions
• Ability to work effectively in a team environment
• Customer service focus with the ability to balance needs of clients, shareholders, and team members
• Excellent verbal, written, and interpersonal communication skills
• Basic Microsoft Office (Word, Excel, and Outlook) skills
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Ability to exercise independent judgment to identify and resolve problems

• First Track System knowledge
• FDR System knowledge including adjustment processing and balancing of accounts

The salary range displayed below is based on a Full-time 40 hour a week schedule.
IA-West Des Moines: Min: $33,300 Mid: $37,800 Max: $47,600

IA-West Des Moines: 7000 Vista Drive - West Des Moines, IA

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.