PCC Senior Fraud & Claims Operations Representative CHARLOTTE, NC

Why Wells Fargo: 

Are you ready for the next step in your career? This is where it begins – at a company known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S. We’re especially proud of our tangible, meaningful commitment to diversity, equity, and inclusion in the workplace. When it comes to employees’ financial health, we offer competitive salaries and generous benefits package. Apply today.

About this role: 

 Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in the Prevention Contact Center. Find out why we’re the #1 financial services company to grow YOUR career. Apply today. 

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 
• 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 

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: 

• 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 

Job Expectations: 

• Must be able to attend full duration of required training period  
• This position is not eligible for Visa sponsorship  
• Ability to work additional hours as needed   
• Schedule may be eligible for a shift differential under the terms of the shift differential policy 
• Must work on-site at the location posted  

Training Schedule: 

•  Monday- Friday 10:00am - 6:30pm EST

Posting Location(s): 

• 1525 W W T Harris Blvd CHARLOTTE, NC 28262

Posting End Date: 

*Job posting may come down early due to volume of applicants.

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:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.