Fraud & Claims Ops Spec 3 - Phones Non-fraud Online 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) provides financial services to 21 million retail bank households and three million small business customers through approximately 5,000 retail branches, 17 contact centers, and 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As 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.

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 ATM Strategy and Vendor Solutions; Business Planning and Transformation; Customer Excellence, Controls and Enablement; Customer Service; Fraud and Claims Management; Retail Core Operations; and Workforce Management, Capacity Planning and Productivity Analytics.

Our Non-fraud Online Claims Team located in Salt Lake City, UT is looking for extraordinary candidates who can demonstrate excellent customer service, problem-solving and research skills to become part of a dynamic team providing customer support over the phone and in writing.

You will receive inbound calls from our internal and external customers who have questions and issues with Zelle or BillPay Online Banking transfers and assist them with filing an inquiry or Online Claim. You will need the ability to handle escalated customers in a call center environment, conduct investigative research, and provide written correspondence to customers.

-Customer contact is made through inbound and/or outbound calling to complete investigation
-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 policy violations or resolve disputes in order to mitigate and/or recover losses
-May be responsible for multiple claim types
-Monitors and reviews complex account activity requiring research that may involve multiple transaction channels and products to reach resolution using multiple systems and applications
-May identify control failures in bank processes, procedures, customer or team member decisions
-May participate in special projects
-Additional duties may include: closing and/or reissuing accounts, researching or placing holds and restraints, reversing fees, and/or referring accounts for suspected elder abuse, identity theft, or account misuse

Paid Training class. starting on 07/26/21

Training Schedule: Monday - Friday, 8:00 am- 4:30 pm MST for 6 weeks.

Working Schedules: Monday – Friday, 8 hour days, starting times at 9:00 am, or 10:00 am MST with 30 minute lunches.
*Schedule subject to change based on business needs and will fall into the hours of operation 7:00 am – 6:30 pm MST.

Location: 5201 Amelia Earhart Drive, Salt Lake City, UT
*Positions are not designated as 100% telecommute and do require the ability to work on-site.

CAREER ADVANCEMENT OPPORTUNITIES! You will have opportunity to participate in a career growth program to help you achieve your development and career goals.
- Progressive Career Path: Fraud & Claims Operations Specialist 3 & 4; Fraud & Claims Analyst 1 & 2; Fraud & Claims
Operations Manager 1 & 2 or Fraud & Claims Ops Consultant 2 & 3
- Highly competitive salary
- Benefit packages include medical, dental and vision plans for employee and family
- 401K – up to 6% company match after 1 year of employment
- New Employees may be eligible to receive up to 30 paid days off annually, to include 10 bank holidays and 2 personal holidays
- Tuition Reimbursement

• 1+ year of experience in one or a combination of the following: customer service, financial services, fraud, or investigations obtained through work or military experience; or an AA/AS degree or higher

• 1+ year of customer service experience
• 1+ year of financial services industry experience
• Call center experience
• Excellent verbal, written, and interpersonal communication skills
• Strong analytical skills with high attention to detail and accuracy
• Ability to provide strong customer service while processing complex transactions and performing extensive research to resolve complex customer issues
• Ability to effectively respond to inquiries or escalated issues
• Outstanding problem solving and decision making skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to organize and manage multiple priorities
• Intermediate Microsoft Office skills
• Direct experience working for a branch of the military or familiarity with the military as a service member's spouse or dependent
• Military experience in personnel benefits management, processing military personnel orders or transitions, wartime readiness operations, human resources or military recruiting

• Flexibility to work from home and meet the home eligibility assessment conditions, based on business need

The salary range displayed below is based on a Full-time 40 hour a week schedule.
UT-Salt Lake City: Min: $33,300 Mid: $40,800 Max: $51,800

UT-Salt Lake City: 5201 Amelia Earhart Dr - Salt Lake City, UT

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.