Fraud & Claims Ops Spec 3

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message.  In order to receive text message invitations, your profile must include a mobile phone number designated as “Personal Cell” or “Cellular” in the contact information of your application.

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

CSBB Operations delivers a diverse set of foundational operational and contact center services for the enterprise and to consumer, small business, and wholesale customers, providing stability, scalability, and security for Wells Fargo. Services include deposits, payments and ATM operations, global fraud and claims, account reconciliation, wire transfers, cash vault and lockbox services, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers. Divisions include ATM Strategy and Vendor Solutions; Business Planning and Transformation; Customer Excellence, Controls and Enablement; Customer Service; Fraud and Claims Management; Retail Core Operations; and Workforce Management, Capacity Planning and Productivity Analytics.

Our Account Take Over Team (ATO) located in Atlanta, GA is looking for extraordinary candidates who can demonstrate excellent customer service, problem-solving and research skills to become part of a dynamic team providing customer support over the phone via inbound and outbound customer contact.
As a Financial Crimes Specialist III, you will investigate and maintain cases that have potential risk triggers from possible customer impersonators attempting to conduct unauthorized transactions without our customer’s knowledge. You will be placing outbound calls to our customers if suspicious activity is uncovered during research to reconcile impacted accounts. In addition, you will be taking inbound calls from customers who are calling back in due to previous research and outbound attempts.
Responsibilities include, but may not be limited to:

• Research, review and analyze complex transactions and claims using multiple online systems and research/testing techniques to identify financial crimes activities, policy violations and/or suspicious situations to mitigate and/or recover losses.
• Communicates with customers in a fast paced, blended inbound/outbound production environment.
• Employee’s primary role is handling all incoming inbound calls on a first come first serve basis while performing outbound calls and research on customers transactions when inbound call volume allows.
• Places outbound calls to customers to verify transactions, inbound calls made into Wells Fargo Contact Centers, suspicious online activity and any other suspicious activities.
• Documents research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations (ITO), and Suspected Financial Abuse
• Listens to inbound calls made into Wells Fargo Contact Centers to identify potential customer impersonation attempts.
• Identifies patterns, anomalies and trends and may analyze findings to determine extent of suspicious or unusual activity and level of risk.
• Identifies control deficiencies in bank processes, procedures, customer or team member decisions and assigns loss accountability.
Your success in this position is critical especially during the first six weeks of paid training held Monday - Friday 8:00am - 5:00pm. During this period we have high expectations for your attendance. Once training is completed, the schedule you were hired for will be effective.
We are hiring for following a 4 day / 10 hour work week schedule of Saturday-Sunday 8:00am-6:30pm
Monday-Tuesday 9:30am-8:00pm

• 1+ year of experience in one or a combination of the following: customer service, financial services, fraud, or investigations obtained through work or military experience; or an AA/AS degree or higher

• 1+ year of fraud prevention and authentication area experience
• Call center experience
• 1+ year of fraud detection experience
• 1+ year of fraud prevention experience
• 1+ year of fraud investigations experience
• 1+ year of credit card fraud claims or prevention experience
• Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
• Ability to exercise independent judgment to identify and resolve problems
• Ability to read, analyze, and interpret documents/reports
• Ability to provide strong customer service and develop customer relationships
• Ability to work effectively in a team environment
• Good verbal, written, and interpersonal communication skills
• Outstanding problem solving and decision making skills
• Strong analytical skills with high attention to detail and accuracy
• Strong organizational, multi-tasking, and prioritizing skills
• Ability to take on a high level of responsibility, initiative, and accountability
• Bilingual speaking proficiency in Spanish/English

GA-Atlanta: 3579 Atlanta Ave - Atlanta, GA

• All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.
  
  Relevant military experience is considered for veterans and transitioning service men and women.
  Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Benefits
 

Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.