Fraud Claims Ops Spec 2

Wells Fargo Bank

Posted Under: West Des Moines, Iowa jobs in Other; Other jobs
Posted On: 2020-02-15 00:00:00

Job Description 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 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. The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services, Marketing and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively. - Provides an exceptional customer service with strong investigative research while working with internal and external Wells Fargo customers who suspect they have fraudulent, mis-posted, merchant disputes or other unusual activity on their accounts. - Customer contact is made through inbound and/or outbound calling to complete investigation. May also involve contacting third parties for research. - May utilize strong communication (verbal and written) skills to establish rapport with customer to de-escalate difficult and sensitive information as a part of resolving a claim. - Mitigate risk by effectively authenticating the identity of customers to prevent further fraudulent activity. - Reviews, verifies and/or identifies customer transactions to detect/prevent fraud, policy violations or resolve merchant disputes in order to mitigate and/or recover losses. May be responsible for multiple claim types. - Researches moderate to complex account activity, determines potential source of compromise, and then takes the appropriate action to decision the case using multiple systems and applications. - Additional duties may include: closing and/or reissuing cards or accounts, researching or placing holds and restraints, reversing fees, and/or referring accounts for suspected elder abuse, identity theft, or account misuse. *Training will be 5 weeks (Paid) M-F 8-5* *Schedule expectations: This is a second shift schedule from 12pm-11pm with at least 1 worked weekend day.* Required Qualifications 6+ months of customer service or military experience; or an AA/AS degree or higher Desired Qualifications A BS/BA degree or higher 1+ year of customer service or sales experience 1+ year of call center customer service and sales experience in the financial services industry 1+ year of credit card fraud claims or prevention experience 1+ year of fraud prevention experience 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 Salary Information The salary range displayed below is based on a Full-time 40 hour a week schedule. IA-West Des Moines: Min: $31,200 Mid: $37,800 Street Address IA-West Des Moines: 7000 Vista Drive - West Des Moines, IA Disclaimer 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.