Fraud and Claims Operations Specialist 3 Line of Business Referral

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Job description

Job Description

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.

Consumer and Small Business Banking (CSBB) provides financial services to 21 million retail bank households and three million small business customers through approximately 4,900 retail branches, 17 customer service centers, and approximately 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As an industry leader in many consumer and small business areas - including retail deposits, debit card transaction and purchase volume, and small business lending - our primary goal is delivering for our customers.

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.

The Line of Business Referral (LOBR) team's responsibility is loss mitigation associated with demand deposit accounts. Referrals are received from stores, multiple Wells Fargo business groups as well as external counterparts.

The LOBR team analyzes all account activity and/or trends to prevent loss to Wells Fargo using a variety of resources. Our expertise is routinely requested to research current fraud rings. The LOBR team is also relied upon as a resource for assisting other areas with research, tapping into our vast knowledge of fraud detection and bank procedures.

• 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
• Monitors and reviews more complex account activity and claims requiring research that may involve multiple transaction channels and products.
• Uses a variety of sources for information, including multiple online systems and more complex tools/models
• Document research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations (ITO) and Suspected Financial Abuse
• May contact a variety of sources to gather information; may contact customers and/or vendors to verify transactions; may analyze account information for close account determination
• May identify control failures in bank processes, procedures, customer or team member decisions and then categorize losses and assign loss accountability
• Reviews more complex/unique situations with senior department staff

Start Date: January 10, 2022

Starting pay will begin between $17.50-$18.50/hour, depending on experience.

Work Schedule:
Portland: Monday through Friday 9:00am-6:00pm PT or Monday through Friday 8:00am-5:00pm PT
Charlotte: Monday through Friday 12:00pm-9:00pm EST or Monday through Friday 11:00am-8:00pm EST
*Schedule subject to change based on business need.

Please Note: Specialist must be located in one of the listed site locations. Position is currently remote; however, specialist may be required to work on site when Wells Fargo returns to standard operating model. Hired candidate may be required to come into the office for training for 2 weeks to get onboarded. This position is not open to other locations.

Required Qualifications

• 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

Desired Qualifications

• 1+ year of fraud investigations experience
• Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
• Ability to organize and manage multiple priorities
• Excellent verbal, written, and interpersonal communication skills
• Knowledge and understanding of the UW (Universal Workstation) system
• Strong analytical skills with high attention to detail and accuracy
• Fraud and Claims Management Experience

Other Desired Qualifications

• Working knowledge of ACH Inquiry, PEGA, LexisNexis and other FCM related systems
• Perform work that requires critical thinking and high levels of research
• 1+ years of experience with fraud risk determination
• Ability to work in a fast paced results driven environment
• Experience working in a production environment

Job Expectations

• Ability to work additional hours as needed

Street Address

OR-Portland: 2701 Nw Vaughn - Portland, OR
NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC

Disclaimer

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 Summary

Benefits

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