About this role:
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 quick-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
In this role, you will:
• Review customer information, account activity, and transactions to support fraud and claims investigations
• Manage fraud and claims cases across multiple claim types in a high-volume contact center environment
• Use established procedures, critical thinking, and sound judgment to determine next steps and resolve cases accurately and promptly
• Support customers through voice and non-voice channels, communicating clearly and professionally during sensitive situations
• Handle challenging interactions while balancing customer needs, fraud risk,
and regulatory requirements
• Collaborate with internal teams to support complete and effective investigations
• Apply fraud risk awareness to make informed decisions and escalate complex cases when appropriate
Required Qualifications:
• 1+ year of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• PHL only: 1+ year of experience in financial services in a similar industry (call center or international banks)
• U.S. only: Bilingual speaking proficiency in Spanish (optional)
• 1+ years of experience in fraud investigations, online fraud detection, identity theft, claims processing, or related operational support functions
Desired Qualifications:
• Understanding of compliance and risk requirements in financial services or other regulated environments
• Experience in analyzing account activity