Fraud & Claims Ops Spec 3

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.

The Fraud and Claims Operations Specialist 3 is responsible for the investigation and resolution of customer disputes on Visa Debit Card transactions. We are looking for exceptional candidates who can demonstrate excellent communication skills, decision-making skills, and research skills to become part of a dynamic team providing exceptional customer service.

Successful candidates will work in a fast-paced quality oriented work environment. The group handles Visa Debit Card Fraud and Non Fraud Claims. As a Fraud and Claims Operations Specialist 3 you will resolve claims and notify the customer of the results in accordance with Regulation E guidelines. You will be required to use multiple online computer systems with technical proficiency. Excellent communication skills are necessary to conduct thorough questionnaires while documenting and researching all required information to assist the customer in resolving their claim. The nature of claims handled can be complex; therefore, direct communication with customers and merchants is required to resolve customer disputes. This position will support the Exceptions & Control group within our Loss & Recovery . The potential candidate will be required to thoroughly research, investigate and resolve low, medium and high risk ATM & Debit Card claims less than $5,000.

Hours: Monday - Friday 8:30 am-5:30 pm

• 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

• ADCC (ATM/Debit Card Claims) fraud and non-fraud claims management experience
• General ledger experience
• Outstanding problem solving and decision making skills
• Excellent verbal, written, and interpersonal communication skills
• Knowledge and understanding of regulatory compliance requirements surrounding Regulation E
• Strong analytical skills with high attention to detail and accuracy
• Strong research skills
• Knowledge and understanding of chargeback guidelines

• Ability to work additional hours as needed
• Ability to work nights, weekends, and/or holidays as needed or scheduled

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.