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Job DescriptionImportant 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) provides financial services to 21 million retail bank households and three million small business customers through approximately 4,900 retail branches, 17 customer service centers, and approximately 13,000 ATMs in 36 states and the District of Columbia. We serve and help individuals and families in many aspects of their lives, helping them buy homes, open first bank and savings accounts, buy cars to get to and from work or school, and start or grow small businesses. CSBB is focused on innovating and transforming with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose. As 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 businesses include:o Affluent serves customers with $250,000 or more of investable assets and partners with Wealth & Investment Management to meet the specific – and often complex – financial needs of our affluent and affluent away customers. Affluent includes Wells Fargo At WorkSM, which partners with our business customers to provide financial education resources for their employees that may help them achieve their financial goals through virtual or in-person workshops and on-demand webinars. The program is also offered for participating educational institutions to support their students, faculty, and staff.o Branch Banking serves more than 70 million consumer and small business customers through a distribution network consisting of approximately 4,900 retail banking branches, complemented by online and digital channels, and a network of 13,000 ATMs across 36 states and Washington, D.C. Branch Banking includes the regions, Branch Banking Operations and Supervision, and Consumer Banking National Business Development.o Small Business serves the financial needs of small business owners with annual sales of up to $5 million and includes Small Business Lending, Small Business Relationship Management, Core and Government Products, and Small Business Strategy. It also includes a Healthcare Practices group, which combines a team of experts, practice financing, and resources to help medical, dental, veterinary, and optometric practitioners acquire, build, equip, and refinance their practices.o Consumer Data and Engagement Platforms (CDEP) works across the CSBB, Consumer Lending, and Wealth and Investment Management lines of business to develop coordinated strategies for growth in each of Wells Fargo’s customer segments. The team is responsible for designing seamless, engaging customer experiences across products and channels, and building the next-generation digital, data and analytics, and functional capabilities required to deliver toward these objectives.o CSBB Business Execution partners with business and finance leaders to help drive effective execution and accountability of strategic initiatives across CSBB. The team also ensures comprehensive business execution plans are in place across key initiatives, helps build management processes and routines to monitor and drive execution, and develops metrics and reporting to track progress and provide clarity and transparency.o CSBB Chief Administrative Office leads several strategic functions to drive CSBB’s transformation and help its businesses improve customer experience, manage risk, and increase efficiency. Functions include strategic planning, process engineering, global delivery, project management, front line operational risk programs, conduct, employee initiatives, and resolution and recovery planning across CSBB. The team also leads enterprise expense initiatives and risk transformation efforts for CSBB.o CSBB Chief Marketing Office provides marketing support for the CSBB businesses and the Marketing Centers of Excellence (COE) support for marketing needs across the enterprise. The team has accountability to define the line of business marketing strategy and execute marketing campaigns.o CSBB Control Management serves as the front line of risk management and is primarily responsible for ensuring effective front-line risk identification, measurement, monitoring, controls, and mitigation for the CSBB businesses. This team works to ensure internal controls, processes, and procedures are adequate and effective, and executive management understands the risks, exposures, and trends that impact the business. The group also collaborates on projects and initiatives by providing support and awareness of risks and mitigating control solutions.o CSBB Diverse Customer Segments (DCS) leads CSBB's strategy to diverse consumer segments, focusing on understanding the needs of diverse markets and leveraging customer feedback, data, analytics, and insights to guide strategies. CSBB DCS works to bridge gaps by bringing Wells Fargo's full set of resources to the diverse communities that Wells Fargo serves. The team includes the Strategic Planning, Enterprise Strategic Diverse Initiatives, Small Business, Mass Market, and Affluent/Emerging Affluent diverse segments teams.o 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 ATM Strategy and Vendor Solutions; Business Planning and Transformation; Customer Excellence, Controls and Enablement; Customer Service; Fraud and Claims Management; Retail Core Operations; and Workforce Management, Capacity Planning and Productivity Analytics.o CSBB Strategy and Innovation works with the CSBB leadership and the enterprise Strategy, Digital, and Innovation leadership teams to identify and develop the CSBB strategic plan, innovation priorities and opportunities, and ensure alignment with the overall strategy for the company.o Deposit Products includes deposit and debit product groups, offering innovative checking, savings, and payment strategies that form the core of our customers' relationship with Wells Fargo and fulfill a broad array of their financial needs.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 deescalate 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 PMLocation: 5201 Amelia Earhart Dr. Salt Lake City, UTCAREER 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 & ClaimsOperations Manager 1 & 2 or Fraud & Claims Ops Consultant 2 & 3Highly Competitive Salary, Benefit packages include Medical, Dental, Vision Plans for team member and family, 401K, 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 OpportunityRequired Qualifications1+ 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 Qualifications2+ 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 QualificationsExperience fulfilling RSA token requests
Salary InformationThe salary range displayed below is based on a Full-time 40 hour a week schedule.UT-Salt Lake City: Min: $33,300 Mid: $40,800Street AddressUT-Salt Lake City: 5201 Amelia Earhart Dr - Salt Lake City, UTDisclaimerAll 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 SummaryBenefitsVisit https://www.wellsfargo.com/about/careers/benefits for benefits information.Company: Wells FargoReq Number: 5600357Updated: 2021-09-18 22:19:17.378 UTCLocation: Salt Lake City,Utah
Vacancy expired!