Associate Fraud & Claims Operations Representative

About the Role

Wells Fargo is seeking an Associate Fraud & Claims Operations Representative for a front-line role in a high-volume call center. This position supports customers through potential fraud situations, involving investigation of account activity, issue resolution, and customer updates. The role requires applying authentication practices, navigating complex situations, and delivering a seamless customer experience.

Key Responsibilities

• Review routine fraud alerts, transactions, claims, and referrals using established procedures to reach accurate case outcomes in a call center environment.
• Gather, verify, and assess customer information to accurately initiate and support fraud and claims processing.
• Manage multiple cases in a high-volume call center environment while meeting quality and service expectations.
• Perform operational and customer support tasks related to fraud prevention, dispute resolution, and account servicing via voice and non-voice functions.
• Research basic account activity and transaction details to support case review.
• Ensure timely, accurate, and complete case handling while partnering with team members for support as needed.
• Ask targeted questions and review account activity to understand customer situations and identify potential fraud concerns.
• Communicate with customers and internal partners to obtain or provide routine information.

Requirements & Tech Stack

• Customer service support experience (6+ months, or equivalent demonstrated through work experience, training, military experience, education).
• Experience using multiple systems, tools, and technology platforms.
• Ability to collaborate and partner across teams.

Qualifications

• Analytical thinking, critical thinking, and problem-solving skills.
• Ability to actively listen, understand customers, and communicate effectively.
• Experience asking targeted questions.
• Experience de-escalating concerns.
• Ability to accurately document customer interactions.
• Experience investigating and resolving customer issues while applying sound judgment, compliance requirements, and risk mitigation practices.
• Proven skills managing high-volume workloads, adapting to changing priorities, and consistently meeting quality, accuracy, and service expectations.
• Experience in fraud investigations, claims processing, and risk assessment activities (gathering, reviewing, documenting, and analyzing customer and account information).