About this 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.

In this role, you will:

• 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

Required Qualifications:

• 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

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 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

Posting End Date:

• Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

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 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.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.