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Customer Service Call Center - Fraud & Claims
Company: Wells Fargo
Location: Chandler, AZ
Employment Type: Full Time
Date Posted: 07/02/2022
Expire Date: 08/24/2022
Job Categories: Agriculture, Forestry, & Fishing, Customer Service and Call Center, Finance/Economics, Healthcare, Practitioner and Technician, Human Resources, Military, Executive Management, Research & Development, Medical
Job Description
Customer Service Call Center - Fraud & Claims

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
  • Oversee multiple claim types, and take appropriate action to decision the case using multiple systems and applications
  • 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 year of Customer Service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Job Expectations:

  • Within the Operations team, our Fraud & Claims Management 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.

    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.

    Your success in this position is critical especially during the first six weeks of paid training held Monday - Friday, 8:30am-5:30pm. During this period we have high expectations for your attendance. Once training is completed, the schedule you were hired for will be effective.
    The start date for this position is August 29, 2022

  • Training Schedule: Monday-Friday, 8:30am - 5:30pm for 6 weeks.
  • Work Schedule options:
    • 9:30am-6:00pm (Weekdays) 8:30am-5:00pm (Saturdays) (off Sunday AND Wednesday OR Thursday OR Friday)
    • 12:30pm-9:00pm (Weekdays) 8:30am-5:00pm (Saturdays) (off Sunday AND Wednesday OR Thursday OR Friday)
  • **Schedule subject to change based on business needs and will fall into the hours of operation. Schedules are dynamic and will change based on business need as determined by customer volume because customers are at the center of everything we do.**


Benefits include:

• Salary | Competitive Salary with Shift Differential opportunities!

• Bilingual Queue | 5% Language differential for qualified Spanish-bilingual candidates!

• 401(k) | 6% company match!

• PTO | New team members will receive 18 days paid time off PLUS 12 paid Holidays!

• Full Benefits | Medical, Dental, Vision!

• Employee Referral Program

• Tuition Reimbursement opportunities!

• Free Parking, Cell Phone Discounts!

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

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 US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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.

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