Fraud & Claims Operations Specialist 2 - Prevention Contact Center

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 Prevention Contact Center call center is looking for Fraud & Claims Operations Specialist 2s to respond to and resolve inquiries and disputes from internal and external customers on risk-related policies and procedures, e.g., deposit verification holds, loss prevention measures, Check and ACH fraud claims and adverse actions taken on consumer and small business deposit accounts.

Duties include: working with customer accounts to resolve customer inquiries, taking fraud actions on accounts, making decision to retain customer relationship, entering information into computer system; documenting corrective measures; resolving routine to complex and difficult customer problems and inquiries.

Successful candidates will work in a fast paced quality oriented work environment. You will be required to use multiple online computer systems with technical proficiency. Strong PC skills are necessary to conduct required research and documentation.

Starting pay begins at $16-$17 per hour, depending on experience.

TRAINING SCHEDULE: Training class begins on Monday, May 17, 2021. Training will be held Monday - Friday 10:00am – 6:30pm ET for 5 weeks.

WORK SCHEDULE: Schedule will fall within department core hours of 9:00AM - 9:30PM ET weekdays and 9:00am – 7:00pm ET on Saturdays. Saturday work is required. Days off will be Sunday and one day during the week.

***Our team members play a critical role in our customers’ lives; therefore, predictable and reliable attendance is an essential function of the position.

***Work schedule subject to change based on business need.

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

• Customer service focus with the ability to listen to customer needs and recommend solutions
• Outstanding problem solving and decision making skills
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
• 6+ months of call center experience
• Excellent verbal, written, and interpersonal communication skills
• 1+ years of call center customer service experience in the financial services industry
• Ability to perform in a fast-paced and high pressure phone queue environment
• Good PC skills with the aptitude to learn new systems quickly
• Bilingual speaking proficiency in Spanish/English
• Check negotiability experience
• Basic Microsoft Office (Word, Excel, and Outlook) skills

• 6 month banking industry experience
• Strong customer service skills and the ability to empathize and defuse irate customers
• Experience with CIV, Hogan, Universal Workstation (UW), and CLAIMS

• Must be able to attend full duration of required training period

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.