Senior Fraud & Claims Operations Representative

Wells Fargo

. 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 .

Posted 5/24/2026full-timeCharlotte • Arizona, North Carolina • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

2+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
1+ year of fraud detection, claims, or financial operations experience
6+ months in fraud prevention or banking environments
Knowledge of financial crime, fraud schemes, scams, and risk management principles
Proficiency navigating multiple systems, applications, and search tools
Strong analytical and problem-solving skills with attention to detail and accuracy; ability to meet production and quality standards
Experience managing multiple priorities and caseloads within defined timelines in a results-driven environment
Experience supporting team performance by helping peers prioritize work, meet deadlines, and achieve goals in a dynamic setting
Universal Workstation experience
Strong customer service skills, including listening, information gathering, and resolving complex customer issues
Effective verbal, written, and interpersonal communication skills
Ability to work independently and collaboratively within a team environment

Benefits

Comp & perks

6 paid weeks of training
Ability to work additional hours as needed
On-site job
Note: Drug-free workplace policy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

fraud detectionclaims managementfinancial operationsrisk managementanalytical skillsproblem-solvingattention to detailcustomer service supportprocess improvementcase decisioning

Soft Skills

communication skillsinterpersonal skillsteam collaborationprioritizationtime managementde-escalationrapport buildingfeedback provisiondynamic environment adaptabilityindependent work