Senior Fraud & Claims Operations Representative

Job Description

About this role: Wells Fargo is seeking a Senior Fraud & Claims Operations Representative . In this role, you will: Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to detect and prevent fraudulent activity Perform complex customer support tasks by utilizing solid communication (inbound and outbound), verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information researched as a part of resolving a claim Oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research, as needed Support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area Provide subject matter knowledge and interpretation of procedures to less experienced staff Interact with fraud and claims functional area on a wide range of information as well as with external customers Required Qualifications: 18+ months of Customer Service, Financial Services, Fraud, or Investigations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications: Experience in Quality Assurance process for Fraud & Claims Management. Should have wide knowledge in US banking regulations and guidelines. Should have knowledge on Debit/Credit cards, Fraudulent transactions, Risk monitoring. Advanced Microsoft Office skills. Ability to research and correspond with customers, probe with follow up questions respond to their concerns with detailed information. Ability to prioritize and meet deadlines. Good verbal, written, and interpersonal communication skills. Ability to compose clear, concise e-mails to a wide audience. Ability to navigate multiple computer systems, applications, and utilize search tools to find information. Excellent analytical skills with high attention to detail and accuracy. Ability to read correspondence accurately and be able to provide a written response. Ability to achieve high production and quality standards. Job Expectations: Must be able to attend full duration of required training period Ability to work additional hours as needed Must work on-site at the location posted Shift Timing: 8:30 pm to 5:30 am IST (US Holiday)