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About this role:

Wells Fargo is seeking a Fraud & Claims Operations Representative in Detection Operations as a part of Fraud and Claims Management. Find out why we’re the #1 financial services company to grow YOUR career. Apply today.

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 to prevent fraudulent activity
• Perform moderately complex customer support tasks by utilizing solid communication (inbound and outbound), and 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
• May oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research
• Receive direction from supervisor and escalate questions or issues to team leadership, as needed
• Interact with immediate team and functional area on wider range of information, plus internal or external customers

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:

• Experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving moderately complex customer issues
• Experience handling inbound and/or outbound phone calls in a high volume, high production environment
• Fraud claims, detection, or prevention experience or banking financial operations experience
• Bilingual speaking, reading, and writing proficiency in Spanish/English
• Ability to work effectively, as well as independently or as a team, in a results-driven environment while managing own caseload within timeframe expectations
• Military experience resolving complex issues via written or verbal communication, including but not limited to, supply action requests, updating personnel records, answering benefit or pay questions, resolving errors, researching questions and other needs as requested by customers
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Excellent verbal, written, and interpersonal communications skills
• Strong analytical and problem-solving skills with high attention to detail and accuracy

Job Expectations:

• Must be able to attend full duration of required training period
• This position is not eligible for Visa sponsorship
• Ability to work additional hours as needed
• Schedule may be eligible for a shift differential under the terms of the shift differential policy
• Must work on-site at the location posted

Training Schedule

• Monday- Friday 8:00am -5:00pm CT
• Hours of Operations: This department is open 24 hours/ 7 days a week

Work schedule:

• 11:30AM – 8:00PM CT SUN - THUR (off FRI-SAT)

Posting Location:

• 4101 Wiseman Blvd bldg. 106 - San Antonio, Texas 78251-4200

Posting End Date:

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

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.