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Wells Fargo Fraud and Claims Operations Specialist 2 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.

Consumer & Small Business Banking Operations (CSBBO) Contact Centers serve consumer and small business customers through various channels that include digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts how, where, and when they wish.

Within the Operations team our Fraud and Claims Management team partners with product, channel, risk and technology teams to develop and provide secure, reliable, scalable and customer friendly prevention, investigation and claims services that protect customers and Wells Fargo from fraud losses.

We are seeking ambitious individuals with a drive to succeed. If you have customer service experience as well as excellent verbal and decision making skills you could become part of a dynamic team providing exceptional customer service for our Payment Card Fraud Detection customers.

Responsibilities include, but may not be limited to:

  • Reviews, verifies, and/or identifies customer transactions to detect/ prevent financial crimes activities, policy violations, and suspicious situations in order to mitigate and/or recover losses

  • Places outbound calls to the customers to verify transaction and servicing activity

  • Monitors moderate to complex account activity which requires research that may involve multiple transaction channels

  • Uses a variety of sources for information, including online systems and tools/models

  • May perform general account handling functions such as card replacement determination, account maintenance and in office branch referral

  • Documents research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations (ITO), and Suspected Financial Abuse

  • May identify control failures in bank processes, procedures, customer or team member decisions and then categorize losses and assign loss accountability

  • Communicates with customers in a fast paced, blended inbound/outbound production oriented call center environment

  • Responds to inbound calls for customer inquiries, verify activity, service requests, file claims, and assist partner groups while meeting/exceeding quality standards

Schedules post training will be a mix of 2nd shift schedules, including a Saturday/Sunday as part of the weekly schedule.

11-8 Sun-Th


12-9 Tue-Sat

'Meet' our team members and receive an authentic view of what it's like to work for Wells Fargo. Copy and paste this video URL into a new browser tab to view:

Required Qualifications

  • 6+ months of customer service or military experience; or an AA/AS degree or higher

Desired Qualifications

  • Hogan experience

  • Ability to achieve high production and quality standards

  • Ability to meet stringent deadlines

  • Ability to work effectively, as well as independently, in a team environment

  • Basic computer skills including the ability to navigate multiple windows, applications, and utilize search tools to find information

  • Excellent verbal, written, and interpersonal communication skills

  • Knowledge and understanding of banking exposure to fraud

  • Knowledge and understanding of financial services: checking or check/debit card services

  • Strong research skills

Other Desired Qualifications

  • A BS/BA degree or higher

  • 6+ months of customer service experience

  • 6+ months of call center experience

  • 6+ months of credit card fraud claims or prevention experience

  • Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment

  • Ability to research and correspond with customers, responding to their questions and concerns with detailed information

  • Ability to research, analyze, and determine a course of action for financial transactions

  • Customer service focus with the ability to balance needs of clients, shareholders, and team members

  • Excellent verbal, written, and interpersonal communication skills

  • Bilingual speaking proficiency in Spanish/English

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: 5558371

Updated: 2021-01-23 23:15:57.092 UTC

Location: West Des Moines,Iowa