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Wells Fargo Fraud & Claims Ops Specialist 3 - Credit Card Non-fraud in West Des Moines, Iowa

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. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll 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.

Financial Crimes Specialist 3 - English speaking representatives are responsible for balancing exceptional customer service with strong investigative research while answering incoming calls in a call center environment from internal and external Wells Fargo customers who suspect they have fraudulent, mis-posted, or unusual activity on their accounts or are experiencing an immediate financial crisis.

  • Effectively authenticates the identity of customers to prevent further fraudulent activity.

  • Captures all pertinent information from customer about their claim, conducts research, and decisions or provides updates on status of new and existing claims.

  • Utilizes expertise in all applicable rules, regulations, and procedures to mitigate risk of loss to both our customer and to Wells Fargo and to ensure strict compliance with all regulations and procedures.

  • Proficient in entering data pertinent to claim into multiple systems as well as reviewing data in multiple windows and applications and utilize search tools to find information while on the phone with customers.

  • Researches moderate to complex account activity, determines potential source of compromise, and then takes the appropriate action to decision the claim.

  • Additional duties may include: researching or placing holds and restraints, reversing fees, and / or referring accounts for suspected elder abuse, identity theft, or account misuse.

  • Refers/reviews more complex/unique situations with senior department staff and networks with supporting departments to create a seamless experience for the customer.

Training class begins 3/15/2021. Training hours are 8:00 am-4:30 pm, Monday - Friday for 6 weeks.

Working Schedules after training -

Schedule includes an 8 hour shift either Saturday between 6:00am-4:30pm or Sunday from 6:00am-2:30pm. Weekday hours Monday – Friday with your choice of Wed. or Thurs. off and your choice of an 8 hour shift between 6:00am–6:00pm.

Location: 7000 Vista Dr. West Des Moines, IA

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

  • Many possibilities to advance in this role! We have Specialty Teams within this department!

  • 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

  • Salary - 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

  • Excellent verbal, written, and interpersonal communication skills

  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information

  • Outstanding problem solving and decision making skills

  • Strong attention to detail and accuracy skills

  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

  • Basic Microsoft Office (Word, Excel, and Outlook) skills

  • Knowledge and understanding of credit card dispute resolution

  • Knowledge and understanding of credit card products, policies, and procedures

  • 1+ year of financial services industry experience

  • Call center experience

Job Expectations

  • Ability to work weekends and holidays as needed or scheduled

Salary Information

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

IA-West Des Moines: Min: $33,300 Mid: $40,800

Street Address

IA-West Des Moines: 7000 Vista Drive - West Des Moines, IA


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.

Company: Wells Fargo

Req Number: 5561677

Updated: 2021-02-27 00:58:18.034 UTC

Location: West Des Moines,Iowa