Senior Fraud & Claims Operations Representative

About this role:

At Wells Fargo, a Senior Fraud & Claims Operations Representative is a role where your fraud expertise is essential to navigating complexity and delivering trusted outcomes. You will handle complex and high-risk fraud and claims cases in a fast-paced, high-volume call center environment, review account activity, assessing risk, and make decisions across multiple claim types.

In this role, you will:

• Deliver strong customer outcomes while balancing risk and regulatory requirements
• Manage complex fraud and claims cases across multiple claim types with accuracy and urgency, taking ownership to ensure timely and complete resolution, in a call center environment
• Apply critical thinking and problem-solving skills to resolve complex and often ambiguous fraud and claims cases across multiple claim types
• Serve as a key escalation point, resolving sensitive and ambiguous customer situations while applying a strong fraud risk mindset to ensure accurate, risk-informed outcomes
• Prioritize work effectively and manage multiple cases in a high-volume, fast-paced environment both inbound and outbound
• Deliver clear and confident communication during complex or escalated customer interactions
• Demonstrate resilience when handling sensitive situations, high workloads, and changing priorities
• Support less experienced team members by sharing knowledge and best practices and identifying process improvement opportunities; share knowledge to strengthen overall team capability
• Collaborate across teams and external partners to strengthen investigations, reduce risk, and enhance customer experience

Required Qualifications:

• 2+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Experience in fraud detection and investigation, including credit card fraud, hard holds, and identity theft cases

Desired Qualifications:

• Experience handling complex fraud, claims, or risk-related cases within financial services, including investigations across multiple claim types while maintaining accuracy and complete resolution
• Proven success making risk-based decisions aligned with policies, procedures, regulatory requirements, and customer impact
• Experience managing multiple priorities in a high-volume, fast-paced environment while maintaining accuracy, urgency, and adaptability to changing demands
• Verbal and written communication skills demonstrated through successful navigation of complex or escalated customer interactions, resulting in effective resolution and customer trust
• Proven collaboration through knowledge sharing, team support, and partnership with internal stakeholders to strengthen investigations and drive consistent performance

Job Expectations:

• Should be comfortable with a hybrid work model and willing to work flexible shifts based on business requirements

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.