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.

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

About this role:

Wells Fargo is seeking a Fraud & Claims Operations Representative in Consumer & Small Business Banking providing coverage for Consumer and Small Business Operations. Learn more about our career areas and lines of business 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:

• 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:

• Strong analytical skills with high attention to detail and accuracy
• Experience with Visa Resolve Online (VROL) and FACT
• PREVENT experience
• Credit card fraud claims or prevention experience
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Ability to meet performance objectives in service and quality assurance
• Ability to follow policies, procedures, and regulations
• Knowledge and understanding of financial crime, fraud, or risk management
• Fraud investigations experience
• Credit card fraud claims or prevention experience
• Experience with FDR and related Credit Card data and processes
• Strong time management skills and ability to meet deadlines
• Basic Microsoft Office (Outlook, Excel, Word, PowerPoint, LiveMeeting and SharePoint) skills

Job Expectations:

• Hours: Monday - Friday 8:00 AM - 5:00 PM CST
• Schedule subject to change based on business needs and will fall into these hours of operation. Flexibility of schedule is an expectation. Schedules are dynamic and will change based on business need as determined by customer volume; customers are the primary focus of everything we do.
• This position is not eligible for Visa sponsorship.

Posting Location(s):

• 800 S Jordan Creek Pkwy - West Des Moines, IA

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, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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.