Senior Fraud & Claims Operations Representative

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About this role:
Wells Fargo is seeking a Senior Fraud & Claims Operations Representative Online Fraud Detection as part of Consumer & Small Business Banking Operations. Learn more about the career areas and lines of business at wellsfargojobs.com .
In this role, you will:

• Support the fraud and claims functional area by proactively identifying opportunities to improve customer experience and offering ideas to mitigate risk through effective customer authentication to detect and prevent fraudulent activity.
• Receive and manage inbound customer calls, utilizing strong verbal and written communication skills to establish rapport, de-escalate challenging situations, and gathering sensitive information necessary to investigate and resolve fraud and claims cases.
• Perform complex customer support tasks by researching and resolving claims, providing accurate and timely updates to customers throughout the process.
• Oversee multiple claim types, take appropriate action to decision cases using multiple systems and applications, and contact third parties for research as needed.
• Support team performance by identifying gaps in bank processes, procedures, customer experiences, or colleague decisions.
• Provide feedback and present ideas for improving or implementing processes and tools within the fraud and claims functional area.
• Serve as a subject matter expert by providing procedural guidance and support to less experienced staff.
• Interact with internal fraud and claims partners and external customers across a wide range of complex issues and inquiries.

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
Desired Qualifications:

• Banking, financial services, or operations experience, including fraud prevention, risk mitigation, or transaction review
• Experience identifying and investigating potential fraud or high-risk activity, with the ability to take appropriate action to prevent financial loss
• Experience researching, analyzing, and resolving complex financial transactions while determining appropriate next steps
• Proficiency with fraud and risk management systems, including PREVENT, RMS, LexisNexis, and FDR
• Strong analytical and problem-solving skills with exceptional attention to detail and accuracy
• Customer service and call center experience in a fast-paced, results-oriented environment
• Ability to make sound, independent decisions with urgency while balancing risk and customer impact
• Demonstrated ability to navigate multiple applications, systems, and research tools to efficiently gather and evaluate information
• Excellent verbal, written, and interpersonal communication skills
• Self-motivated with the ability to work independently and manage priorities with minimal supervision in a structured environment
• Skilled at delivering exceptional customer experiences, including active listening, information gathering, issue resolution, and handling complex customer inquiries

Training Schedule:
11/2/26 to 11/20: Mon - Fri 8am to 5pm EST
1525 W W T Harris Blvd, CHARLOTTE, NC 28262-8522
Job Schedule:
Tue - Fri: 07:30am - 4:00pm & Sat: 08:00am - 4:30pm EST
Tue - Fri: 07:00am - 3:30pm & Sat: 08:00am - 4:30pm EST
Tue - Fri: 07:30am - 4:00pm & Sat: 08:00am - 4:30pm EST
Job Expectations:

• This position is NOT eligible for Visa sponsorship.
• Ability to work on site per Wells Fargo's standard operating model in the listed location (hybrid schedule)

Posting Location:

• Charlotte, NC - (CIC 1525 W W T Harris Blvd, CHARLOTTE, NC 28262-8522)

The Chief Operations Office functions adhere to a location strategy; therefore, your candidacy may be determined based on your current location. Remote work locations are not available for these roles, so if you are not in a location listed on the posting, you must commit to self-relocation within an agreed upon timeframe.
Posting End Date:
13 Sep 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 .
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.
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