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.
• Perform in-depth reviews of monetary and non-monetary transactions, and resolve customer disputes.

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.
• 6+ months experience in chargebacks or cards operations.
• Knowledge in Debit and Credit cards.
• Strong analytical skills.
• Reviews, verifies, and/or identifies customer transactions to detect/prevent fraud, policy violations or resolve merchant disputes to mitigate and/or recover losses.
• Responsible for multiple claim types.
• Monitors and reviews complex account activity requiring research that may involve multiple transaction channels and products to reach resolution using multiple systems and applications.
• Possess basic banking knowledge and ability to analyze, investigate debit card disputed claims.
• Receive direction from team lead and escalate questions and issues to more experienced roles.

Qualifications

• Demonstrated analytical thinking, critical thinking, and problem-solving skills to identify fraud indicators, evaluate information, and determine appropriate next steps within established guidelines.
• 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.
• Must be flexible and willing to work night shifts based on business requirements.