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Wells Fargo Fraud & Claims Ops Spec 2 in Sioux Falls, South Dakota

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 want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Cards and Retail Services, Deposit Products Group, the Innovation Group, Treasury Management, Merchant Services, Payment Solutions, and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Its guiding principles are to start with the customer, move faster, and partner effectively.

Within the Operations team our Risk Operations/Fraud Prevention Services team partners with product, channel, risk and technology teams to develop and provide secure, reliable, scalable and customer friendly prevention, investigation and claims services that protect customers and Wells Fargo from fraud losses.

Start your new career with Wells Fargo supporting our Risk Operations/Fraud Prevention group. Consistent growth is creating opportunities for you to become part of a successful team in our Claims Assistance Center (CAC) here in Sioux Falls. We are seeking fifteen ambitious individuals with a drive to succeed as we continue to expand. If you have one plus year of customer service experience as well as excellent verbal and decision making skills you could become part of a dynamic team providing exceptional customer service for our ATM/Debit card, ACH and Check fraud card customers.

Successful candidates will be working in a fast paced production oriented call center environment. You will be expected to respond to our inbound customer inquiries while meeting or exceeding quality standards. You will be required to use multiple online computer systems with technical proficiency. Excellent communication skills are necessary to conduct thorough questionnaires while documenting and researching all required information to assist the customer in resolving their fraud or merchant dispute. The nature of claims handled can be complex; therefore, direct communication with merchants is often required to resolve customer disputes.

Provides an exceptional customer service with strong investigative research while working with internal and external Wells Fargo customers who suspect they have fraudulent, mis-posted, merchant disputes or other unusual activity on their accounts. Customer contact is made through inbound and/or outbound calling to complete investigation. May also involve contacting third parties for research. May utilize strong communication (verbal and written) skills to establish rapport with customer to de-escalate difficult and sensitive information as a part of resolving a claim. Mitigate risk by effectively authenticating the identity of customers to prevent further fraudulent activity. Reviews, verifies and/or identifies customer transactions to detect/prevent fraud, policy violations or resolve merchant disputes in order to mitigate and/or recover losses. May be responsible for multiple claim types. Researches moderate to complex account activity, determines potential source of compromise, and then takes the appropriate action to decision the case using multiple systems and applications. Additional duties may include: closing and/or reissuing cards or accounts, researching or placing holds and restraints, reversing fees, and/or referring accounts for suspected elder abuse, identity theft, or account misuse.

This position will start on February 1, 2021. Your success in this position is critical especially during the first six weeks of paid training held Monday - Friday 8am-5pm. During this period, we have high expectations for your attendance. Once training is completed, the schedule you were hired for will be effective.

We are hiring for following schedule:

*11:30am-8pm during the week and 10:30am-7pm on Saturday

*Days off for the week will be Sunday and one set day during the week.

Required Qualifications

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

Desired Qualifications

  • 1+ year of customer service experience

  • 1+ year of call center experience

  • Customer service focus with the ability to listen to customer needs and recommend solutions

  • Intermediate Microsoft Office skills

  • Basic computer skills including the ability to navigate multiple windows, applications, and utilize search tools to find information

  • Ability to navigate multiple computer screens while working on the phone

  • Excellent verbal, written, and interpersonal communication skills

  • Experience assessing and meeting the needs of customers and solving customer problems

  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important

  • Bilingual speaking and reading proficiency in Spanish/English

  • Bilingual speaking, reading, and writing proficiency in Spanish/English

  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

Street Address

SD-Sioux Falls: 3201 N 4th Ave - Sioux Falls, SD

Disclaimer

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.

Company: Wells Fargo

Req Number: 5558415

Updated: 2021-01-15 21:10:32.015 UTC

Location: Sioux Falls,South Dakota

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