• Job Description

  Req#: R-332283

  About this role:

  Wells Fargo is seeking a Fraud & Claims Operations Representative in Consumer & Small Business Banking providing coverage for CSBB Operations. Learn more about our 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:

  • A BS/BA degree or higher
  • 1+ year of customer service experience
  • 1+ year of call center experience
  • 1+ year of credit card fraud claims or prevention experience
  • Financial services experience
  • Strong analytical skills with high attention to detail and accuracy
  • Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
  • Ability to research and correspond with customers, responding to their questions and concerns with detailed information
  • Ability to research, analyze, and determine a course of action for financial transactions
  • Customer service focus with the ability to balance needs of clients, shareholders, and team members
  • Excellent verbal, written, and interpersonal communication skills
  • Bilingual speaking proficiency in Spanish/English

  
  Job Expectations:

  • Must be able to attend the full duration of the 7 weeks of training: Monday- Friday 8:00am -5:00pm CT
  • Work schedule: 11:30am – 8:00pm CT SUN - THUR (OFF FRI/SAT)

  Posting Location:

  • 4101 Wiseman Blvd Bldg 106 - San Antonio, Texas 78251
  • Required location listed above. Relocation assistance is not available for this position.

  This position is not eligible for Visa sponsorship.

  Posting End Date:

  15 Jan 2024

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

  We Value Diversity

  At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

  Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

  Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

  Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

  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.

• About the company

  Wells Fargo & Company is an American multinational financial services company with corporate headquarters in San Francisco.

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