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Fraud & Claims Ops Spec 2

04/15/2021Call Center
Job Location: San Antonio, TX 78245
Metro Area: TX - San Antonio
Company Name: Wells Fargo 78245
Wells Fargo
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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.
Step 2. Wells Fargo Statement - include as lead-in language for every posting

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.

Balances exceptional customer service with strong investigative research while working with internal and external Wells Fargo customers who suspect they have fraudulent, mis-posted, merchant disputes or other unusual activity on their accounts. Customer contact is made though outbound and/or inbound calling to complete investigation. May also involve contacting third parties for research. May utilize strong communication (verbal and written) skills to establish rapport with customer to de-escalate difficult and sensitive information as a part of resolving a claim. Mitigate risk by effectively authenticating the identity of customers to prevent further fraudulent activity. Reviews, verifies and/or identifies customer transactions to detect/prevent fraud, policy violations or resolving merchant disputes in order to mitigate and/or recover losses.

May be responsible for multiple claim types. Researches, reviews and analyzes more complex account activity and claims with higher risk and higher dollar transactions requiring research that involve multiple transaction channels and products to reach resolution using multiple systems and applications. Monitors and reviews more complex account activity and claims that can include high risk and high dollar transactions requiring research that may involve multiple transaction channels and products. Identifies patterns,anomalies and trends and may analyze findings to determine extent of suspicious or unusual activity and level of risk.

Identifies and may participate in resolving control deficiencies in bank processes, procedures, customer or team member decisions and assigns loss accountability. As a subject matter expert and universally skilled specialist, may provide work direction and act as an escalation point for junior level team members in more complex situations. May manage daily work flow activities for operations team including staffing and production metrics. May participate in special projects.

Start Date 06/07/2021

12:00pm-8:30pm. MTWR and 10:30am-7:00pm. SAT (off Sun/Fri)
1:30pm-10:00pm. MTWR and 10:30am-7:00pm. SAT (off Sun/Fri)

Shifts that have more than 50% of the time after 4pm may qualify team members for a 15% shift pay differential

Required Qualifications

  • 6+ months of customer service or military experience; or an AA/AS degree or higher


Desired Qualifications

  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Bilingual speaking proficiency in Spanish/English
  • Basic computer skills including the ability to navigate multiple windows, applications, and utilize search tools to find information
  • Ability to navigate multiple computer screens while working on the phone
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
  • Strong analytical skills with high attention to detail and accuracy
  • Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Customer service focus with the ability to listen to customer needs and recommend solutions
  • Intermediate Microsoft Office (Word, Excel, and Outlook) skills


Job Expectations

  • Ability to work additional hours as needed
  • Must be able to attend full duration of required training period
  • Ability to work nights, weekends, and/or holidays as needed or scheduled


Salary Information

The salary range displayed below is based on a Full-time 40 hour a week schedule.

TX-San Antonio: Min: $33,300 Mid: $37,800 Max: $47,600

Street Address

TX-San Antonio: 1560 Cable Ranch Bldg A - San Antonio, TX

Disclaimer

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 Summary

Benefits

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.
 
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