Full-Time

Senior Fraud & Claims Operations Representative

Posted on 1/11/2025

Wells Fargo

Wells Fargo

10,001+ employees

Provides banking, mortgage, and investment services

Fintech
Financial Services

Senior

No H1B Sponsorship

Tempe, AZ, USA

Must work on-site at the location posted.

Category
Insurance
Risk Management
Finance & Banking
Required Skills
Customer Service
Requirements
  • 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
  • 6+ months of fraud claims, detection, or prevention experience or banking financial operations experience
  • 6+ months of experience handling inbound and/or outbound phone calls in a high volume, high production environment
  • Experience working with the following systems: CIV, UW, Hogan, Prevent, SVP
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Strong analytical and problem-solving skills with high attention to detail and accuracy
  • 6+ months of experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
  • Ability to work effectively, as well as independently or as a team, in a results-driven environment while managing own caseload within timeframe expectations
  • Experience supporting other employees to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic environment
  • Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers
  • Excellent verbal, written, and interpersonal communication skills
Responsibilities
  • 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
  • May oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research
  • 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 employees
  • Interact with fraud and claims functional area on a wide range of information as well as with external customers

Wells Fargo provides a variety of financial services, including banking, mortgages, investing, and credit solutions for personal, small business, and commercial clients. The company operates mainly in the United States and serves millions of customers through its branches, ATMs, and online platforms. Its products include checking and savings accounts, personal and business loans, credit cards, and investment advisory services. Revenue is generated through interest from loans, fees for banking services, and commissions from investment products. What sets Wells Fargo apart from its competitors is its extensive network and commitment to simplifying financial management for its clients.

Company Stage

IPO

Total Funding

$222.1M

Headquarters

San Francisco, California

Founded

1851

Simplify Jobs

Simplify's Take

What believers are saying

  • Investment in virtual commercial cards aligns with the trend of digital payment solutions.
  • Participation in accelerator programs drives innovation and access to new technologies.
  • The strategic review could streamline operations and focus on profitable segments.

What critics are saying

  • Increased competition in digital payment solutions from established fintech companies.
  • Potential market volatility and regulatory scrutiny in cryptocurrency investments.
  • Strategic uncertainty from selling the private-label credit card and POS financing unit.

What makes Wells Fargo unique

  • Wells Fargo offers a comprehensive range of financial services and products.
  • The company has a strong focus on digital banking and innovation.
  • Wells Fargo supports underserved small businesses through initiatives like the Open for Business Fund.

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Benefits

Health Insurance

401(k) Retirement Plan

Paid Vacation

Paid Sick Leave

Parental Leave

Disability Insurance

Life Insurance

Tuition Reimbursement

Commuter Benefits

Adoption Assistance