Senior Fraud & Claims Operations Representative - Bilingual

About this role:
Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Account Takeover Operations as a part of Fraud & Claims Management. Learn more about the career areas and lines of business at wellsfargojobs.com
In this role, you will:

• Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to detect and prevent fraudulent activity
• Perform complex customer support tasks by utilizing solid communication (inbound and outbound), verbal and written, skills to establish rapport with customer and to deescalate difficult, as well as sensitive information researched as a part of resolving a claim
• Oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research, as needed
• Support team performance in identifying gaps in bank processes, procedures, customer, or colleague decisions
• Provide feedback and present ideas for improving or implementing processes and tools within fraud and claims functional area
• Provide subject matter knowledge and interpretation of procedures to less experienced staff
• Interact with fraud and claims functional area on a wide range of information as well as with external customers

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
• Bilingual speaking and listening proficiency in Spanish/English

Desired Qualifications:

• 1+ year of experience providing inbound and outbound customer service
• 1+ year of customer service focus with the ability to balance needs of clients, shareholders, and team members
• 6+ months of experience in fraud claims, fraud detection, fraud prevention, or banking/financial operations
• Ability to navigate multiple computer system windows, applications, and utilize research tools to find information
• Experience working with the following systems: PREVENT, RMS Lexis Nexis, CIV, & NICE
• Strong analytical skills with high attention to detail and accuracy
• Ability to make timely and independent decisions while working in a fast-paced and results-driven environment
• Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
• Ability to take initiative and work independently with minimal supervision in a structured environment
• Ability to provide strong customer service, including listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to research, analyze and determine a course of action for financial transactions
• Excellent verbal, written, and interpersonal communication skills

Job Expectations:

• Must be able to attend the full duration of a required training period for 7 weeks. Training will be Monday - Friday from 8:00 AM - 4:30 PM EST
• Upon completion of training, work a regular schedule of: Tuesday - Friday: 11:30 AM - 8:00 PM EST, Saturday: 10:00 AM - 6:30 PM EST
• Flexibility to work additional hours based on business needs
• Must work on-site at the location posted
• This position is not eligible for Visa sponsorship

Location:

• 1525 W W T Harris Blvd., Charlotte, NC 28262

Posting End Date:
6 Aug 2026
*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 .
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Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
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b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.