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 want to satisfy our customers financial needs and help them succeed financially. Were looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where youll feel valued and inspired to contribute your unique skills and experience.

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

Provides an exceptional customer service with strong investigative research while working with internal and external Wells Fargo customers who suspect they have fraudulent, mis-posted, merchant disputes or other unusual activity on their accounts. Customer contact is made through inbound and/or outbound calling to complete investigation. May also involve contacting third parties for research. May utilize strong communication (verbal and written) skills to establish rapport with customer to de-escalate difficult and sensitive information as a part of resolving a claim. Mitigate risk by effectively authenticating the identity of customers to prevent further fraudulent activity. Reviews, verifies and/or identifies customer transactions to detect/prevent fraud, policy violations or resolve
merchant disputes in order to mitigate and/or recover losses. May be responsible for multiple claim types. Researches moderate to complex account activity, determines potential source of compromise, and then takes the appropriate action to decision the case using multiple systems and applications. Additional duties may include: closing and/or reissuing cards or accounts, researching or placing holds and restraints, reversing fees, and/or referring accounts for suspected elder abuse, identity theft, or account misuse.

Successful candidates will be working in a fast paced production oriented call center environment. You will be expected to respond to our inbound customer inquiries while meeting or exceeding quality standards. You will be required to use multiple online computer systems with technical proficiency. Excellent communication skills are necessary to conduct thorough questionnaires while documenting and researching all required information to assist the customer in resolving their fraud or merchant dispute. The nature of claims handled can be complex; therefore, direct communication with merchants is often required to resolve customer disputes.

This position will start on March 29, 2021. Your success in this position is critical especially during the first six weeks of paid training held Monday - Friday 8:30am-5pm. 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 schedule:
2:45pm-11:15pm during the week and 10:30am-7pm on Saturday
*Days off for the week will be Sunday and one set day during the week

Required Qualifications
* 6+ months of customer service or military experience; or an AA/AS degree or higher

Desired Qualifications
* 1+ year of customer service experience
* Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
* Intermediate Microsoft Office skills
* Basic computer skills including the ability to navigate multiple windows, applications, and utilize search tools to find information
* Ability to navigate multiple computer screens while working on the phone
* Excellent verbal, written, and interpersonal communication skills
* Experience assessing and meeting the needs of customers
* Customer service focus with the ability to listen to customer needs and recommend solutions
* Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
* Debit card experience
* Knowledge and understanding of regulatory compliance requirements surrounding Regulation E
* Knowledge and understanding of regulatory compliance requirements surrounding Regulation CC or DD
* General ledger experience
* Bilingual speaking proficiency in Spanish/English

Salary Information
The salary range displayed below is based on a Full-time 40 hour a week schedule.

NC-Charlotte: Min: $33,300 Mid: $37,800

Street Address
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.