Fraud & Claims Operations Representative

About this role:

At Wells Fargo, a Fraud & Claims Operations Representative is a front-line role in a high-volume call center, supporting customers through potential fraud situations. You will protect customers and the organization by identifying, investigating, and resolving fraud and claims in a fast-paced, high-volume call center environment. You’ll engage directly with customers to handle sensitive situations, analyze account activity, and make informed decisions across multiple claim types.

In this role, you will:

• Support fraud and claims investigations by reviewing customer information, account activity, and transactions
• Manage moderately complex fraud and claims cases across multiple claim types and prioritize work effectively in a high-volume, call center environment
• Oversee assigned cases, using critical thinking and sound judgment to determine next steps and ensure accurate, timely resolution through voice and non-voice functions
• Communicate clearly and professionally with customers, especially in sensitive situations, to build understanding and trust
• Navigate escalated or challenging interactions with professionalism while balancing customer experience, risk, and regulatory requirements
• Partner with internal teams and stakeholders to resolve cases and support effective, end-to-end investigations
• Maintain a strong understanding of fraud risk and consistently apply that perspective to make informed, accurate decisions

Required Qualifications:

• 1+ year of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• PHL only: 1+ year of experience in financial services in a similar industry (call center or international banks)

Desired Qualifications:

• Understanding of compliance and risk requirements in financial services or other regulated environments
• Demonstrated skill gathering, validating, and documenting customer and account information to support fraud and claims investigations in a call center environment
• Experience in analyzing account activity, identifying fraud indicators, and making sound risk-based decisions
• Success navigating multiple systems, tools, and procedures in a high-volume environment while maintaining accuracy and quality
• Customer interaction skills, including active listening, effective questioning, de-escalation, and accurate case documentation
• Critical thinking, problem-solving, and collaboration skills demonstrated through effective decision-making and adapting to changing priorities
• Bilingual verbal proficiency in Spanish (optional)

Job Expectations:

• Must be able to attend full duration of required training period
• Ability to work additional hours as needed
• Must work on-site at the location posted

Schedule: Monday-Friday Start time between 8:00am-5:00pm EST (hybrid)

Location:1525 W W T Harris Blvd Charlotte NC, 28262

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

c. Please be prepared to provide accurate information and supporting documentation in connection with any lawful employment and education verification conducted by Wells Fargo.