Fraud & Claims Operations Representative

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.

• 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

• 1+ year of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education