SeniorFraud&ClaimsOperationsRepresentative

**About this role:** Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Account Takeover Operations as part of Fraud & Claims Management. Learn more about the career areas and lines of business at [wellsfargojobs.com](https://www.wellsfargojobs.com/career-areas/) **In this role, you will:** * Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to detect and prevent fraudulent activity * Perform complex customer support tasks by utilizing solid communication (inbound and outbound), verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information researched as a part of resolving a claim * Oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research, as needed * Support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions * Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area * Provide subject matter knowledge and interpretation of procedures to less experienced staff * Interact with fraud and claims functional area on a wide range of information as well as with external customers **Required Qualifications:** * 2+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education **Desired Qualifications:** * 1+ year(s) experience with inbound customer service * 1+ year(s) Customer service focus with the ability to balance needs of clients, shareholders, and team members * 6+ months of fraud claims, detection, or prevention experience or banking financial operations experience * Ability to navigate multiple compute