Fraud and Claims Operations Specialist 3 Online Fraud Claims

  • Wells Fargo
  • Salt Lake City, UT, United States
  • Sep 12, 2021
Full time

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) 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.

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.

The Online Fraud Claims Team is responsible for the investigation and resolution of unauthorized online transactions. We are looking for extraordinary candidates who can demonstrate excellent communication skills, decision-making skills, and research skills, to become part of a dynamic team providing exceptional customer service.

In this role, you will:

- Review and resolve online fraud claims filed by our customers.

- Work in a fast paced/time-sensitive, high pressure, and quality oriented work environment.

- Research and analyze online banking transfers such as Zelle Debit/Credits, online transfers and Bill Pay.

- Gather pertinent information to process and resolve claims by researching and analyzing complex transactions, claims and documentation using multiple online systems with technical proficiency. Work on projects or tasks as required by the department.

- May occasionally make outbound calls. Use excellent communication skills to communicate with customers and/or merchants/financial institutions to determine the outcome of the claim and to conduct thorough questionnaires while documenting and researching all the required information to assist the customer in resolving their claim.

Start date: October 25th, 2021

Training schedule: Monday through Friday, 7:00 am to 4:00 pm MST for 6 weeks

Working schedule after training: Monday through Friday, 8:00 am/8:30 am to 5:00 pm  MST 

Mandatory overtime is required as needed.

Location: 260 Charles Lindberg Dr Salt Lake City, UT 84116


You will have opportunity to participate in a career growth program to help you achieve your development and career goals.

• Progressive Career Path: Fraud & Claims Operations Specialist; Fraud & Claims Analyst; Fraud & Claims Operations Manager or Fraud & Claims Ops Consultant • Highly Competitive Salary• Benefits package • 401k • Up to 30 paid days off annually • Tuition Reimbursement

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 financial services industry experience
  • General ledger experience
  • Experience delivering results in a fast-paced, deadline driven environment
  • Strong analytical skills with high attention to detail and accuracy
  • Outstanding problem solving and decision making skills
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Knowledge and understanding of online banking products, policies, and procedures
  • Experience with Online Banking Systems such as Customer Contact Management (CCM), Customer Information View (CIV) and Customer Service Application (CSA)
  • Knowledge and understanding of OFC (Online Fraud Claims)
  • Knowledge and understanding of customer fraud claims
  • Knowledge and understanding of ATM, debit card fraud, and non-fraud claims management
  • Ability to work effectively under minimal supervision and follow specific guidelines
  • Excellent verbal, written, and interpersonal communication skills
  • Military experience in personnel benefits management, processing military personnel orders or transitions, wartime readiness operations, human resources or military recruiting

Job Expectations

  • Ability to work additional hours as needed
  • Flexibility to work from home and meet the home eligibility assessment conditions, based on business need


  • 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


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