Associate Fraud & Claims Operations Representative

About the Role

At Wells Fargo, an Associate Fraud & Claims Operations Representative is a front-line role in a high-volume call center, supporting customers through potential fraud situations. You will investigate account activity, resolve issues accurately, and provide timely updates to customers. You will apply authentication practices to prevent fraud, navigate complex situations, and deliver a seamless, trusted 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

• 6+ months of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• PHL only: 6+ months of customer service experience in business process outsourcing (BPO) industry

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 to identify fraud indicators, evaluate information, and determine appropriate next steps within established guidelines
• Ability to actively listen, understand customers, and communicate effectively, including experience 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 to achieve shared goals and deliver positive customer outcomes

Job Expectations

• U.S. only: This role is not eligible for Visa sponsorship