Fraud & Claims Ops Spec 4 - Online Fraud Claims

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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

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

Consumer and Small Business Banking (CSBB) is at the center of our efforts to rebuild trust and transform the way we serve our customers and clients. The CSBB organization is focused on innovating and transforming our business with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose through a broad suite of financial products and services. While we are pleased to be an industry leader in many consumer and small business areas, including retail deposits, debit card transaction and purchase volume, and small business lending, our primary goal is delivering for our customers. Our market positions are an outcome of great work by employees who are committed to serving our customers. We want to build a strong value proposition for key consumer and small business segments by identifying gaps and opportunities and building capabilities to transform how we engage customers and deliver advice.

CSBB Operations delivers a diverse set of foundational operational and contact center services for the enterprise and to consumer, small business, and wholesale customers, providing stability, scalability, and security for Wells Fargo. Services include deposits, payments and ATM operations, global fraud and claims, account reconciliation, wire transfers, cash vault and lockbox services, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers. Divisions include CSBBO Customer Service, Deposit and Settlement Operations, Electronic & Commercial Services, Enterprise Utility Services, Fraud and Claims Management, Operations Business Excellence and Support, and Unclaimed Property.

The Online Fraud Claims Team within CSBB Fraud and Claims Management located in Tempe, AZ is responsible for the investigation and resolution of customer disputes for Online Banking transactions. We are looking for an extraordinary candidate who can demonstrate excellent communication skills, decision making skills, and research skills to become part of a dynamic team providing exceptional customer service.

The Fraud & Claims Ops Specialist 4 positions require the review and resolution of Online Banking claims that have been filed by our customers. Successful candidates will work well in a fast paced/time-sensitive, high pressure, quality oriented work environment. Requires gathering pertinent information to process and resolve claims by communicating with customers and/or merchants/financial institution to determine the outcome of the claim. Excellent communication skills are necessary to conduct thorough questionnaires while documenting and researching all required information to assist the customer in resolving their claim.

Duties include but are not limited to:
-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.
-Balances exceptional customer service with strong investigative research while working with internal and external Wells Fargo customers who suspect they have fraudulent, mis-posted, merchant disputes or other unusual activity on their accounts.
- Customer contact is made though outbound calling to complete investigation as needed. May also involve contacting third parties for research.
- May utilize strong communication (verbal and written) skills to establish rapport with customer to de-escalate difficult and sensitive information as a part of resolving a claim.
- Mitigate risk by effectively authenticating the identity of customers to prevent further fraudulent activity. 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.
- 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 work flow activities for operations team including staffing and production metrics.
- May participate in special projects.

Working schedule: Monday - Friday, 8:00 AM or 8:30 AM to 5:00 pm AZT

• 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

• Knowledge and understanding of OFC (Online Fraud Claims)
• Experience with Online Banking Systems such as Customer Contact Management (CCM), Customer Information View (CIV) and Customer Service Application (CSA)
• Knowledge and understanding of online banking products, policies, and procedures
• Experience with Regulation E
• Knowledge and understanding of customer fraud claims
• Knowledge and understanding of ATM, debit card fraud, and non-fraud claims management
• Strong organizational, multi-tasking, and prioritizing skills
• Outstanding problem solving and decision making skills
• Strong research skills
• General ledger experience
• Ability to work effectively under minimal supervision and follow specific guidelines
• Excellent verbal, written, and interpersonal communication skills
• Advanced Microsoft Office (Word, Excel, and Outlook) skills

• Ability to work nights, weekends, and/or holidays as needed or scheduled
• Ability to work additional hours as needed
• Flexibility to work from home and meet the home eligibility assessment conditions, based on business need

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.