Job Type: Full time
About this role:Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in the Detection Operations - F&C as a part of Consumer & Small Business Banking. Learn more about the career areas and lines of business at wellsfargojobs.comIn this role, you will:Support team performance in identifying control failures in bank processes, procedures, customer, or colleague decisionsProvide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional areaPerform complex operational tasks, including review, verification, and identification of customer transactions to detect and prevent fraud, policy violations or resolve merchant disputes in order to mitigate and recover lossesProvide subject matter knowledge and interpretation of procedures to less experienced staffInteract with fraud and claims functional area on a wide range of information as well as with external customersRequired Qualifications:18+ months of Customer Service, Financial Services, Fraud, or Investigations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, educationDesired Qualifications:6+ month(s) of inbound call experience6+ month(s) of fraud claims or prevention experience6+ month(s) of fraud detection experience6+ month(s) of banking financial operations experience6+ month(s) Customer service focus with the ability to balance needs of clients, shareholders, and team membersWorking knowledge of bank systems including Prevent, Hogan, CLAIMS, CCM, CIV, ServiceView, Lexus NexusAbility to provide strong customer service, including listening, eliciting information efficiently, comprehending, and resolving complex customer issuesStrong analytical skills with high attention to detail and accuracyAbility to identify potential fraud/risky accounts and take appropriate action to prevent loss  Ability to make timely and independent decisions while working in a fast-paced and results-driven environment Ability to research, analyze and determine a course of action for financial transactions Ability to navigate multiple computer system windows, applications, and utilize research tools to find information Ability to take initiative and work independently with minimal supervision in a structured environmentExcellent verbal, written, and interpersonal communication skillsJob Expectations:Schedule: Monday - Friday 11am - 7:30pm & Sat 8am-4:30pm EST or Monday - Friday 11:30am to 8pm & Saturday 8am-4:30pm EST 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 offers a hybrid work schedule.This position is not eligible for Visa sponsorship.Posting Location:7711 Plantation Rd., Roanoke, VA 24019Posting End Date: 11 Feb 2024*Job posting may come down early due to volume of applicants.We Value DiversityAt 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 DisabilitiesTo 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.