Fraud & Claims Ops Specialist 3 - Retail Services Fraud

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.

Wells Fargo’s Consumer Lending businesses empower millions of customers to achieve their dreams every day. Whether it’s buying a home, purchasing a car, funding a significant purchase, or making important daily credit card purchases, Consumer Lending provides important credit products and services that help our customers succeed. The group includes Home Lending; Auto; Cards, Retail and Merchant Services; Personal Lending; Consumer Lending Control; and Consumer Lending Shared Services.

The Consumer Lending team partners with other businesses across Wells Fargo to create and deliver transformational experiences that help customers gain access to credit. The vision for the Consumer Lending business is to leverage technology and data to make it simple for customers to easily access credit when and where they need it. Consumer Lending serves customers across the country through our distribution network of more than 5,300 retail banking branches and Home Lending offices, as well as online and digital channels.

The Financial & Crimes Ops Spec 3 duties include fraud reviews, verifies and/or identifies customer transactions to detect/prevent financial crimes activities, policy violations and/or suspicious situations in order to mitigate and/or recover losses.

• Performs customer verification and ad-hoc calls to research customer transactions
• Prepares documentation and refers cases for Suspicious Activity, Identity Theft Operations (ITO) and Suspected Financial Abuse, reports to government agencies and makes recommendations to senior management;
• Identifies and takes action on control failures in bank processes and procedures, customer or team member decisions; develops and/or implements testing strategies and methodologies;
• Evaluates the adequacy and effectiveness of policies, procedures, processes and internal controls;
•Conducts data and/or onsite reviews, analyzes findings, determines risk level and may recommend resulting fraud prevention strategies; drafts corrective action plans and participates in change management;
• Leads, participates in and/or provides support for projects and initiatives.
• Provides input to development and delivery of a wide range of team member education for financial crimes awareness; acts as an escalation point for more complex cases;
• Provides escalation support through researching/investigating case risk evaluation (reputational, credit, etc.).
• May specialize in a particular type of financial crime.

Position Hours/Schedule: Monday-Friday with hours between 9:00am-6:00pm.

• 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

• Customer service experience
• Excellent verbal, written, and interpersonal communication skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Outstanding problem solving and decision making skills
• Strong attention to detail and accuracy skills
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Good analytical skills with high attention to detail and accuracy
• 1+ year of call center experience
• Ability to organize and manage multiple priorities
• Ability to follow policies, procedures, and regulations
• Strong data entry and attention to detail skills
• Knowledge and understanding of regulatory compliance requirements surrounding Regulation Z
• Knowledge and understanding of credit card dispute resolution
• Knowledge and understanding of credit card products, policies, and procedures

• 1 year of Retail Service experience which would include phone work in the Client Processing or Customer Service teams that support retail services.

IA-Des Moines: 800 Walnut St - Des Moines, IA

• 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.