Associate Fraud & Claims Operations Representative

About the Role

Wells Fargo International Solutions Private Ltd is seeking an Associate Fraud & Claims Operations Representative for a high-volume call center role. This position supports customers experiencing potential fraud, involving investigation of account activity, issue resolution, and timely customer updates. The role also includes 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 for accurate case outcomes.
• Gather, verify, and assess customer information to initiate and support fraud and claims processing.
• Manage multiple cases in a high-volume call center environment, 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, partnering with team members for support.
• 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

• 6+ months of customer service support experience, or equivalent demonstrated through work experience, training, military experience, or education.
• PHL only: 6+ months of customer service experience in business process outsourcing (BPO) industry.
• Bachelor's degree in Accounting, Commerce, Finance, or a related field.
• Experience preparing and reviewing reconciliation statements, with a strong focus on accuracy and attention to detail.
• Working knowledge of banking operations processes and financial transactions.
• Strong communication and interpersonal skills, with the ability to collaborate effectively and confidently with a variety of stakeholders.

Desired Qualifications

• Experience gathering, reviewing, documenting, and analyzing customer and account information to support fraud investigations, claims processing, and risk assessment activities.
• Demonstrated analytical thinking, critical thinking, and problem-solving skills.
• Ability to actively listen, understand customers, and communicate effectively, including asking targeted questions, de-escalating concerns, and accurately documenting customer interactions in a call center environment.
• 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 using multiple systems, tools, and technology platforms to support customer service operations and drive efficient case management.
• Strong collaboration skills and experience partnering across teams and stakeholders.

Job Expectations

• Ability to work a flexible schedule and support business needs across shifts.
• Willingness to work evening and overnight shifts between 5:30 PM and 2:30 AM IST as required.
• Ability to work in a hybrid work environment and comply with Wells Fargo's attendance and workplace policies.