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.

About this role:

Wells Fargo is seeking a Fraud & Claims Operations Representative in Fraud Detection Operations as a part of Consumer & Small Business Banking. Learn more about the career areas and business divisions at wellsfargojobs.com.

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 prevent fraudulent activity.
• Perform moderately complex customer support tasks by utilizing solid communication, verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim.
• Receive direction from managers and escalate non-routine questions.
• Oversee multiple claim types and take appropriate action to decision the case using multiple systems and applications.
• Interact with colleagues on required information as well as external and internal customers through inbound or outbound calling.
• Contact third parties for research.

Required Qualifications, US:

• 1+ years of customer service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

Desired Qualifications:

• 1 + years of Call Center Experience
• Customer service skills with the ability to make both outbound and inbound phone calls
• Experience processing items high production call volume
• Bilingual speaking/listening proficiency in Spanish/English
• Strong analytical skills with high attention to detail and accuracy
• Ability to read, analyze, and interpret documents/reports
• Ability to make timely and independent judgement decisions while working in a fast-paced and results-driven environment
• Ability to navigate multiple computer system windows, applications and utilize search tools to find information
• Ability to work effectively, as well as independently, in a team environment.
• Excellent verbal, written, and interpersonal communication skills
• Systems Knowledge Outlook, Prevent, Lexis Nexis, CCM, CIV, CLAIMS, SVP
• Intermediate Microsoft Office skills

Job Expectations:

• Training is 6-7 weeks: Monday- Friday 8:00am -5:00pm ET (Must be able to attend the full duration of training)
• Working Schedule: Tuesday to Saturday 2:00pm to 11:00pm ET
• Schedule subject to change based on business need.

Work Location:

• 8740 Research Drive, Charlotte, North Carolina 28262
• Required location listed above. Relocation assistance is not available for this position.

This position is not eligible for Visa sponsorship.

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.