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.

Our Non-fraud Online Claims group has openings for Fraud & Claims Operation Specialist 3's that will have the ability to project a positive image on the telephone and in writing and provide support for our department.

Specialists take inbound calls from our customers who have issues with Zelle or BillPay Online Banking transfers and assists with filing an inquiry or Online Claim. Requires the ability to handle, escalated customers in call center environment, and written correspondence to customers.

The position requires 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.
* Monitors and reviews complex account activity requiring research that may involve multiple transaction channels and products to reach resolution using multiple systems and applications.
* May identify control failures in bank processes, procedures, customer or team member decisions and
* then categorize losses and assigning loss accountability.
* May participate in special projects.
* 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.

***The positions are currently NOT designated as 100% telecommute positions and require the ability to work on site at 5201 Amelia Earhart Drive, Salt Lake City, UT.***

Paid Training class starting on 05/10/21.

Training schedule: Monday - Friday, 8:00 AM - 4:30 PM MT for 6 weeks.

Location: 5201 Amelia Earhart Drive, Salt Lake City, UT

Working schedules: Monday Friday, 8 hour days, starting times 8:00 AM, 9:00 AM, or 10:00 AM MT with 30 minute lunches.

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
* 1+ year of customer service experience
* Call center experience
* 1+ year of financial services industry experience
* Excellent verbal, written, and interpersonal communication skills
* Strong analytical skills with high attention to detail and accuracy
* Ability to provide strong customer service while processing complex transactions and performing extensive research to resolve complex customer issues
* Ability to effectively respond to inquiries or escalated issues
* Outstanding problem solving and decision making skills
* Ability to navigate multiple computer systems, applications, and utilize search tools to find information
* Ability to organize and manage multiple priorities
* Intermediate Microsoft Office skills
* 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

Job Expectations
* Flexibility to work from home and meet the home eligibility assessment conditions, based on business need

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.