Fraud & Claims Operations Representative

6 months ago

Hyderabad, India Wells Fargo Full time

**About this role**:
Wells Fargo is seeking a Fraud & Claims Operations Representative...

**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
- 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, US**:

- 1+ years of customer service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

**Required Qualifications, International**:

- Experience in Customer Service, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

**Desired Qualifications**:

- Fraud experience -any type of fraud risk
- Consumer Lending product knowledge
- Strong analytical skills including analyzing complex data
i. Identifies patterns, anomalies and trends and may analyze findings to determine extent of suspicious or unusual activity and level of risk
ii. Financial crimes experience, including the knowledge and understanding of identity theft threats
iii. Ability to identify potential operational issues and/or control gaps
- Experience in a call center environment with strong telephone etiquette skills - Both inbound and outbound
- Servicing systems knowledge (SHAW, ECAR, CIV, PREVENT, HOGAN, ICMP, OIB, LexisNexis (vendor tool), CCN/Service Now, etc.)

**Job Expectations**:

- Team performs multiple functions to detect and prevent fraud risk on Line of Credit accounts, specifically Identity Theft threats. This includes customer impersonations, forged signature, and suspicious/unusual transaction activity. In this role, the team member will have to perform the below activities:

- Perform in-depth reviews of monetary and non-monetary transactions, and verify activity with customers as required
- Escalate and provide communication to appropriate leadership and/or internal partners regarding emerging fraud trends

**We Value Diversity**

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.

**Drug and Alcohol Policy**

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

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