Fraud & Claims Operations Representative - Inbound Call Center
About the position
Wells Fargo is seeking a Fraud & Claims Operations Representative in Fraud & Claims Management. This role is pivotal in supporting the fraud and claims functional area by proactively identifying opportunities to enhance customer experience and mitigate risks through effective customer authentication to prevent fraudulent activities. The representative will perform moderately complex customer support tasks, utilizing strong communication skills to establish rapport with customers and deescalate sensitive situations while resolving claims. The position may involve overseeing multiple claim types, making decisions based on various systems and applications, and contacting third parties for research as necessary. The representative will receive direction from their supervisor and will escalate questions or issues to team leadership when needed. Interaction with the immediate team and functional area will be essential, as well as communication with internal or external customers.
Responsibilities
? Support fraud and claims functional area by identifying opportunities to improve customer experience.
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? Offer ideas to mitigate risks through effective authentication of customers to prevent fraudulent activity.
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? Perform moderately complex customer support tasks utilizing solid communication skills.
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? Establish rapport with customers and deescalate difficult situations while resolving claims.
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? Oversee multiple claim types and take appropriate action to decision cases using multiple systems and applications.
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? Contact third parties for research as needed.
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? Receive direction from supervisor and escalate questions or issues to team leadership as necessary.
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? Interact with immediate team and functional area on a wider range of information.
Requirements
? 1+ years of customer service experience, or equivalent demonstrated through work experience, training, military experience, or education.
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? Experience providing strong customer service while listening and resolving moderately complex customer issues.
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? Experience handling inbound and/or outbound phone calls in a high volume, high production environment.
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? Fraud claims, detection, or prevention experience or banking financial operations experience.
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? Ability to work effectively, independently or as a team, in a results-driven environment while managing own caseload within timeframe expectations.
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? Military experience resolving complex issues via written or verbal communication.
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? Ability to navigate multiple computer systems and applications to find information.
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? Excellent verbal, written, and interpersonal communications skills.
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? Strong analytical and problem-solving skills with high attention to detail and accuracy.
Nice-to-haves
? Experience in fraud claims, detection, or prevention.
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? Experience in banking financial operations.
Benefits
? Competitive salaries
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? Generous benefits package
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? Support for employees' career aspirations
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? Work-life balance initiatives
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? Mental and physical health support
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