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). Posting End Date: 4 Jul 2025 Job posting may come down early due to volume of applicants. We Value Equal Opportunity Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic. Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements. Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process. Applicants With Disabilities To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo . Drug and Alcohol Policy Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more. Wells Fargo Recruitment And Hiring Requirements Third-Party recordings are prohibited unless authorized by Wells Fargo. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process. Reference Number R-467481