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) is at the center of our efforts to rebuild trust and transform the way we serve our customers and clients. The CSBB organization is focused on innovating and transforming our business with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose through a broad suite of financial products and services. While we are pleased to be 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. Our market positions are an outcome of great work by employees who are committed to serving our customers. We want to build a strong value proposition for key consumer and small business segments by identifying gaps and opportunities and building capabilities to transform how we engage customers and deliver advice.

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 CSBBO Customer Service, Deposit and Settlement Operations, Electronic & Commercial Services, Enterprise Utility Services, Fraud and Claims Management, Operations Business Excellence and Support, and Unclaimed Property.

The Fraud & Claims Specialized Servicing group is seeking to fill a Fraud & Claims Operations Specialist 3 position to handle multi-faceted tasks related to processing claims, fulfilling RSA token requests, forged endorsements claims on bill pay activity, and online wire claims.

The position requires projecting a positive image on the telephone and in writing, and providing support for our department. Balances exceptional customer service and strong investigative research while working with internal and external Wells Fargo customers who suspect they have a forged Bill Pay endorsement check.

While researching the Forged Endorsement case, you review internal and external systems to determine if the payment/transaction meets the Forged Endorsement guidelines and the case was opened correctly. Includes making and receiving calls with internal customers/clients and providing customers with written notification of progress and resolution. In addition to working Forged Endorsement cases, you also assist with fulfilling the legal and Subpoena requests.

Job Duties to include:

* Customer contact 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
* Reviews, verifies and/or identifies customer transactions or cashed checks to verify if check altered in order to mitigate and/or recover losses.
* May be responsible for multiple claim types.
* Monitors and reviews complex account activity requiring research that may involve Bill Pay direct checks to reach resolution using multiple systems and applications.
* May identify control failures in bank processes, procedures, and customer or team member decisions and then categorize losses and assigning loss accountability.
* May participate in special projects.

Additional duties may include: Pulling legal and subpoena reports, reconciling of the loss fraud box, and Online Security Guarantee (OSG) cases and emails. Performs high volume, time-sensitive tasks requiring intermediate research for legal and Subpoena requests. Originating source documents/data adhering to a range of regulations and choosing from a variety of options; processing payments, tickets, online entries, documents or items requiring a high degree of accuracy and control; resolving balancing discrepancies; researching and resolving moderate to complex problems using various resources; reviewing and processing unique rejects or exceptions. Works under general supervision, exercising limited judgment within guidelines

Schedule: Monday - Friday, 8 hour days, with your choice of hours between 6:00 AM - 4:30 PM

***The position is currently NOT designated as 100% telecommute and requires the ability to work on site at 5201 Amelia Earhart Dr. Salt Lake City, UT.***

CAREER ADVANCEMENT OPPORTUNITIES! You will have an opportunity to participate in a career growth program to help you achieve your development and career goals.

* Progressive Career Path: Fraud & Claims Operations Specialist 3 & 4; Fraud & Claims Analyst 1 & 2; Fraud & Claims
* Operations Manager 1 & 2 or Fraud & Claims Ops Consultant 2 & 3
* Highly Competitive Salary
* Benefit packages include Medical, Dental and Vision Plans for team member and family
* 401k up to 6% company match
* New Team members may be eligible to receive up to 30 paid days off annually, to include 10 bank holidays and 2 personal holidays.
* Tuition Reimbursement Opportunity

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
* 2+ years of customer service experience
* Excellent verbal, written, and interpersonal communication skills
* Strong attention to detail and accuracy skills
* Knowledge and understanding of financial services or call center environment
* Online claims support experience using the Wells Fargo Online Bill Pay system
* Experience with Online Banking Systems such as Customer Contact Management (CCM), Customer Information View (CIV) and Customer Service Application (CSA)
* Ability to process complex transactions and perform extensive research to resolve complex customer issues
* Outstanding problem solving and decision making skills
* Strong organizational, multi-tasking, and prioritizing skills
* Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
* Knowledge and understanding of the OIB (Operations Image Browser) system
* Knowledge and understanding of UPS and Fed Ex shipping software
* Direct experience working for a branch of the military or familiarity with the military as a service member's spouse or dependent
* Military experience in personnel benefits management, processing military personnel orders or transitions, wartime readiness operations, human resources or military recruiting

Other Desired Qualifications
* Experience fulfilling RSA token requests

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

UT-Salt Lake City: Min: $33,300 Mid: $40,800 Max: $51,800

Street Address
UT-Salt Lake City: 5201 Amelia Earhart Dr - Salt Lake City, UT

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