Fraud & Claims Ops Spec 3

Job ID: 5552804Important 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 want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.Consumer & Small Business Banking Operations (CSBBO) Contact Centers serve consumer and small business customers through various channels that include digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts how, where, and when they wish.We are looking for extraordinary candidates who can demonstrate excellent communication skills, decision making skills, and research skills to become part of a dynamic team providing exceptional customer service.Successful candidates will work in a fast paced, quality-oriented work environment. Customer transactions are investigated, monitored, and resolved by this team. Selected candidates will be responsible for meeting customer and partner commitments for quality service, and helping to improve customer satisfaction.This position is responsible for reviewing, verifying, and identifying customer transactions to detect and prevent financial crimes activities, policy violations, or suspicious situations in order to mitigate and/or recover losses. Team members will monitor and review more complex account activity and claims requiring research that may involve multiple transaction channels and products. You will be required to use multiple online computer systems with technical proficiency. The nature of the claims handled can be complex; therefore, direct communication with management and team members may be required to resolve and complete the reports and will require detailed documentation of outcome.You will also document research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations (ITO) and Suspected Financial Abuse.Other primary responsibilities include: Researching, investigating, and validating customer disputed transactions Making pay or deny decisions Providing excellent customer service Outbound calls to Wells Fargo customers are also required to gather pertinent information regarding the customer’s dispute (Inbound calls may also be received on an exception basis) ACH team members are expected to take accountability for the entire claim process from receipt of the claim to resolution Team members will process claims according to Regulation E guidelines and NACHA rules Selected candidates will also be required to respond to and complete all customer requests and/or questions in a timely manner.This position will start on November 16th, 2020. There will be a five week required training class beginning on the first date of hire. The training schedule will be Monday through Friday, 8:00am to 4:30pm. Attendance during the training class is mandatory and critical to your success.Schedule of the position: Following the initial 5-week training, the work schedule will be Monday through Friday, 9:00am to 5:30pm. You may be required to participate in a department shift bid that happens bi-annually, results based on performance, tenure, and business need. Available shifts to choose during the bid are all M-F 8 hour shifts with start times of6am, 7am, 8am, or 9am.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:

Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

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

Excellent verbal, written, and interpersonal communication skills

General ledger experience

Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important

Ability to research and correspond with customers, responding to their questions and concerns with detailed information

Customer service focus with the ability to balance needs of clients, shareholders, and team members

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

Knowledge and understanding of banking exposure to fraud

Knowledge and understanding of claims processing:- Visa rules and regulations, regulation E, NACHA rules and regulations-

Knowledge and understanding of ATM, ACH, or check fraud/debit card claim processing

Strong collaboration and partnering skills

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPSTFL&FOCUS=Applicant&SiteId=1&JobOpeningId=5552804&PostingSeq=1.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.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.