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Fraud & Claims Ops Spec 3

Wells Fargo | Tempe, AZ | 11/24/2021

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.

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 4,900 retail branches, 17 customer service centers, and approximately 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, misposted, merchant disputes or other unusual activity on their accounts. Customer contact is made through inbound and/or outbound 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 resolve merchant disputes in order to mitigate and/or recover losses.

May be responsible for multiple claim types. Monitors and reviews complex account activity requiring research that may involve multiple transaction channels and products to reach resolution using multiple systems and applications. May identify control failures in bank processes, procedures, customer or team member decisions and then categorize losses and assigning loss accountability. May participate in special projects. Additional duties may include: closing and/or reissuing cards or accounts, researching or placing holds and restraints, reversing fees, and/or referring accounts for suspected elder abuse, identity theft, or account misuse.

Six weeks paid training - Time TBD

Post training work schedule M-F 9:30a-6:30p (local time)

Required Qualifications

  • 1+ year of experience in one or a combination of the following: customer service, financial services, fraud, or investigations obtained through work or military experience; or an AA/AS degree or higher


Desired Qualifications

  • Experience with ADCC (ATM/Debit Card Claims) Fraud claims management
  • Fraud investigations experience
  • Knowledge and understanding of VISA operating rules and chargeback guidelines
  • Knowledge and understanding of regulatory compliance requirements surrounding Regulation E
  • General ledger experience
  • Strong research skills
  • Strong analytical skills with high attention to detail and accuracy
  • Outstanding problem solving and decision making skills
  • Excellent verbal, written, and interpersonal communication skills


Salary Information

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

VA-Roanoke: Min: $31,200 Mid: $36,700 Max: $46,600
AZ-Tempe: Min: $33,300 Mid: $40,800 Max: $51,800

Street Address

VA-Roanoke: 7711 Plantation Rd - Roanoke, VA
AZ-Tempe: 1305 W 23rd St - Tempe, AZ

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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November 27, 2021