Senior Fraud Operations Specialist
7 days ago
About this Role:
Wells Fargo is seeking a skilled Senior Fraud Operations Specialist to join our team. In this role, you will play a critical part in supporting fraud and claims functional area by identifying opportunities to improve customer experience and mitigate risks.
Key Responsibilities:
- 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 detect and prevent fraudulent activity.
- Perform complex customer support tasks by utilizing solid communication (inbound and outbound), verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information researched as a part of resolving a claim.
- Oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research, as needed.
- Support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions.
- Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area.
- Provide subject matter knowledge and interpretation of procedures to less experienced staff.
- Interact with fraud and claims functional area on a wide range of information as well as with external customers.
Required 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, education.
Desired Qualifications:
- Experience in Customer Service, Financial Services, Fraud, Investigations, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
- Must be able to attend full duration of required training period.
- Ability to work additional hours as needed.
- Must work on-site at the location posted.
- Willing to work in rotational shift (weekends included) and also in Night shift.
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