Senior Fraud & Claims Operations Representative

• 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
• Review in-clearing checks and ACH items that suspect as potential fraud from various fraud applications for consumer small business and brokerage accounts
• 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
• Make both inbound and outbound customer contact to confirm transactions; this position is 100% phone support

• 2+ years of customer service support experience or equivalent demonstrated through one or a combination of the following: work experience training military experience education

• 18+ months of experience in fraud investigations claims operations fraud servicing or a related risk and control environment.
• Customer service experience in a fast-paced call center environment including handling both inbound and outbound customer interactions with professionalism and empathy.
• Experience supporting Wells Fargo customers through fraud-related events including debit card credit card ACH check online banking account takeover identity theft or other payment-related fraud investigations.
• Ability to effectively navigate difficult conversations de-escalate customer concerns and provide solutions while delivering an exceptional customer experience.
• Experience managing high call volumes and production-based workloads while maintaining accuracy quality and adherence to established procedures.
• Strong analytical investigative and critical-thinking skills with the ability to identify fraud trends assess risk and make sound business decisions.
• Demonstrated attention to detail with the ability to review account activity analyze transaction patterns and identify suspicious or potentially fraudulent activity.
• Excellent verbal written and interpersonal communication skills including the ability to clearly explain complex information to customers and business partners.
• Ability to interpret and apply policies procedures regulatory requirements and operational guidelines in a consistent manner.
• Proven ability to handle sensitive and confidential customer information while maintaining a high level of professionalism and integrity.
• Experience collaborating with business partners branch teams contact centers and cross-functional stakeholders to achieve customer and business objectives.
• Strong organizational skills with the ability to prioritize multiple tasks adapt to changing business needs and meet performance expectations in a high-volume environment.
• Intermediate Microsoft Office skills including Outlook Word Excel and PowerPoint.

• Available shifts: 9:00am - 5:30pm 10:00am - 6:30pm and 12:00pm - 8:30pm

• Ability to attend and successfully complete the full 3-week paid training program (Monday-Friday 8:30 a.m. - 5:00 p.m. EST).
• Ability to work additional hours as needed to support business needs.
• Must be able to work on-site at the posted location.
• This position follows a hybrid work schedule(1 week in office 1 week remote) and is only available in the location listed.
• Visa sponsorship is not available for this position

• Required location(s) listed above. Relocation assistance is not available for this position.

What We Do

Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $2.1 trillion in assets. We provide a diversified set of banking investment and mortgage products and services as well as consumer and commercial finance through our four reportable operating segments: Consumer Banking and Lending Commercial Banking Corporate and Investment Banking and Wealth & Investment Management. Wells Fargo ranked No. 33 on Fortune’s 2025 rankings of America’s largest corporations. Our technology professionals drive innovation information security and big data analytics while maintaining a network that handles more than 12 billion customer interactions a year. Join us! Are you looking for more? Find it here. At Wells Fargo we're more than a financial services leader – we’re a global trailblazer committed to driving innovation empowering communities and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive in one place. Living the Well Life means you’re supported in life not just work. It means having robust benefits competitive compensation and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community celebrated for being your authentic self and empowered to grow. And we’re recognized for it – Wells Fargo once again ranked in the top three – making us the #1 financial services employer – on the 2025 LinkedIn Top Companies list of best workplaces “to grow your career” in the U.S. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other legally protected characteristic. © 2026 Wells Fargo Bank N.A. All rights reserved. Member FDIC.

Why Work With Us

We're known for our “Well Life” approach to supporting employees’ career aspirations work-life balance and mental and physical health. We ranked in the top 3 on the 2025 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S.

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