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The role involves identifying opportunities to improve customer experience and mitigating risks through effective customer authentication to prevent fraudulent activity. Responsibilities include managing complex claims, researching sensitive information, and providing subject matter expertise to junior staff.
Candidates must have at least 2 years of customer service experience and the ability to navigate multiple computer systems. Preferred qualifications include experience in fraud prevention, banking operations, and proficiency with tools like Lexis Nexis and NICE.
Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Account Takeover Operations as a part of Fraud & Claims Management. Learn more about the career areas and lines of business at wellsfargojobs.com
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 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:
2+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
1+ year of experience providing inbound and outbound customer service
1+ year of customer service focus with the ability to balance needs of clients, shareholders, and team members
6+ months of experience in fraud claims, fraud detection, fraud prevention, or banking/financial operations
Ability to navigate multiple computer system windows, applications, and utilize research tools to find information
Experience working with the following systems: PREVENT, RMS Lexis Nexis, CIV, & NICE
Strong analytical skills with high attention to detail and accuracy
Ability to make timely and independent decisions while working in a fast-paced and results-driven environment
Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
Ability to take initiative and work independently with minimal supervision in a structured environment
Ability to provide strong customer service, including listening, eliciting information efficiently, comprehending, and resolving complex customer issues
Ability to research, analyze and determine a course of action for financial transactions
Excellent verbal, written, and interpersonal communication skills
Job Expectations:
Must be able to attend the full duration of a required training period for 7 weeks. Training will be Monday - Friday from 8:00 AM - 4:30 PM EST
Upon completion of training, work a regular schedule of: Tuesday – Friday: 11:30 AM – 8:00 PM EST, Saturday: 10:00 AM – 6:30 PM EST
Flexibility to work additional hours based on business needs
Must work on-site at the location posted
This position is not eligible for Visa sponsorship
1525 W W T Harris Blvd., Charlotte, NC 28262
Posting End Date:
30 Jul 2026*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
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.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with approximately $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through more than 7,300 locations, 12,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in over 40 countries and territories to support customers who conduct business in the global economy. With approximately 250,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 41 on Fortune’s 2022 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories. Relevant military experience is considered for veterans and transitioning service men and women. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.© 2016 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.
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