About the position
Wells Fargo is seeking a Fraud & Claims Operations Representative in the Customer Assistance Center. This role is pivotal in supporting the fraud and claims functional area by proactively identifying opportunities to enhance customer experience and mitigate risks through effective customer authentication to prevent fraudulent activities. The representative will perform moderately complex customer support tasks, utilizing strong communication skills to establish rapport with customers and deescalate sensitive situations while resolving claims. The position may involve overseeing multiple claim types, making decisions based on various systems and applications, and contacting third parties for additional research as necessary. The representative will receive direction from supervisors and escalate questions or issues to team leadership when needed, while also interacting with both immediate team members and a broader range of internal and external customers. In this role, you will be expected to handle inbound and outbound calls in a high-volume environment, providing exceptional customer service while efficiently gathering information and resolving moderately complex issues. The position requires the ability to navigate multiple computer systems and applications, and proficiency in both Spanish and English is highly desirable. The representative will work independently and as part of a team, managing their own caseload within expected timeframes. Strong analytical and problem-solving skills, along with excellent verbal and written communication abilities, are essential for success in this role. The training period for this position lasts for seven weeks, during which attendance is mandatory, and the initial schedule will be provided upon offer acceptance.
Responsibilities
- Support fraud and claims functional area by identifying opportunities to improve customer experience.
- Perform moderately complex customer support tasks utilizing strong communication skills.
- Establish rapport with customers and deescalate difficult situations while resolving claims.
- Oversee multiple claim types and make decisions using various systems and applications.
- Contact third parties for research as needed.
- Receive direction from supervisors and escalate questions or issues to team leadership.
- Interact with immediate team and functional area on a wider range of information.
Requirements
- 1+ years of Customer Service experience or equivalent demonstrated through work experience, training, military experience, or education.
- Experience in fraud claims, detection, or prevention, or banking financial operations is desired.
- Experience handling inbound and/or outbound phone calls in a high-volume environment.
- Ability to provide strong customer service while efficiently resolving moderately complex customer issues.
- Proficiency in navigating multiple computer systems and applications.
- Bilingual proficiency in Spanish and English is preferred.
- Ability to work effectively both independently and as part of a team in a results-driven environment.
- Strong analytical and problem-solving skills with high attention to detail and accuracy.
- Excellent verbal, written, and interpersonal communication skills.
Nice-to-haves
- Military experience resolving complex issues via written or verbal communication.
Benefits
- Competitive salaries
- Generous benefits package
- Support for employees' career aspirations
- Work-life balance initiatives
- Mental and physical health support
