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Fraud & Claims Operations Specialist 2 - Prevention Contact Center
Company: Wells Fargo
Location: Tempe, AZ
Employment Type: Full Time
Date Posted: 04/21/2021
Expire Date: 07/02/2021
Job Categories: Arts, Entertainment, and Media, Banking, Customer Service and Call Center, Finance/Economics, Financial Services, Information Technology, Insurance, Law Enforcement, and Security, Legal, Military, Retail/Wholesale, Research & Development
Job Description
Fraud & Claims Operations Specialist 2 - Prevention Contact Center
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 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.

Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 5,000 retail branches, 17 contact centers, and 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas – including retail deposits, debit card transaction and purchase volume, and small business lending – our primary goal is delivering for our customers.

CSBB Operations delivers a diverse set of foundational operational and contact center services for the enterprise and to consumer, small business, and wholesale customers, providing stability, scalability, and security for Wells Fargo. Services include deposits, payments and ATM operations, global fraud and claims, account reconciliation, wire transfers, cash vault and lockbox services, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers. Divisions include ATM Strategy and Vendor Solutions; Business Planning and Transformation; Customer Excellence, Controls and Enablement; Customer Service; Fraud and Claims Management; Retail Core Operations; and Workforce Management, Capacity Planning and Productivity Analytics.

The Prevention Contact Center call center is looking for Fraud & Claims Operations Specialist 2s to respond to and resolve inquiries and disputes from internal and external customers on risk-related policies and procedures, e.g., deposit verification holds, loss prevention measures, Check and ACH fraud claims and adverse actions taken on consumer and small business deposit accounts.

Duties include: working with customer accounts to resolve customer inquiries, taking fraud actions on accounts, making decision to retain customer relationship, entering information into computer system; documenting corrective measures; resolving routine to complex and difficult customer problems and inquiries.

Successful candidates will work in a fast paced quality oriented work environment. You will be required to use multiple online computer systems with technical proficiency. Strong PC skills are necessary to conduct required research and documentation.

Starting pay begins at $16-$17 per hour, depending on experience.

TRAINING SCHEDULE: Training class begins on Monday, June 21, 2021. Training will be held Monday - Friday 7:00am - 3:30pm MST for 5 weeks.

WORK SCHEDULE: Schedule will fall within department core hours of 5:00AM - 6:30PM MST weekdays and 6:00am – 4:00pm MST on Saturdays. Saturday work is required. Days off will be Sunday and one day during the week.

***Our team members play a critical role in our customers' lives; therefore, predictable and reliable attendance is an essential function of the position.

***Work schedule subject to change based on business need.


Required Qualifications

  • 6+ months of customer service or military experience; or an AA/AS degree or higher

Desired Qualifications

  • Customer service focus with the ability to listen to customer needs and recommend solutions
  • Outstanding problem solving and decision making skills
  • Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
  • 6+ months of call center experience
  • Excellent verbal, written, and interpersonal communication skills
  • 1+ years of call center customer service experience in the financial services industry
  • Ability to perform in a fast-paced and high pressure phone queue environment
  • Good PC skills with the aptitude to learn new systems quickly
  • Bilingual speaking proficiency in Spanish/English
  • Check negotiability experience
  • Basic Microsoft Office (Word, Excel, and Outlook) skills

Other Desired Qualifications
  • 6 month banking industry experience
  • Strong customer service skills and the ability to empathize and defuse irate customers
  • Experience with CIV, Hogan, Universal Workstation (UW), and CLAIMS

Job Expectations

  • Must be able to attend full duration of required training period

Street Address

AZ-Tempe: 1336 W Alameda Dr - Tempe, AZ


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.

Benefits Summary


Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.

Contact Information
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