Wells Fargo—Associate Fraud & Claims Operations Representative

Job description

Description: Job Description About this role: Wells Fargo is seeking a Fraud & Claims Operations Representative to join our Detection Operations team within Fraud and Claims Management. In this role, you will help protect our customers and the company by supporting the detection and prevention of potential fraud activity while delivering a positive customer experience. As part of the Chief Operating Office's Global Operations organization, you will contribute to operational excellence, risk mitigation, and effective controls that support the delivery of secure, efficient services across the enterprise. In this role, you will: - Support customers with new and existing claims by gathering, accurately documenting, and confirming relevant claim and account information - Conduct routine research using established systems, procedures, and resources to provide customers with accurate claim status updates - Review account activity and available information to identify customer needs and take appropriate action within established guidelines - Respond to incoming customer calls in a call center environment while balancing quality customer service, accurate documentation, and investigative research - Follow established policies, procedures, and controls when processing claim-related requests, and refer questions or issues requiring additional review to a team lead or more experienced team member - Collaborate with colleagues and supporting functional teams on routine matters to help provide a consistent and seamless customer experience Required Qualifications: - 6+ months of customer service, financial services, fraud, or investigations experience, or equivalent through one or a combination of the following: work experience, training, military experience, education. - Experience in fraud detection, fraud prevention, fraud alerts management, or banking and financial operations environments. - Strong understanding of Fraud & Claims Management processes, including fraud detection operations and case handling workflows. - Knowledge of fraud lifecycle activities across Debit Cards, Credit Cards, AML, KYC, and Online Banking fraud products. - Demonstrated ability to work independently and collaboratively in a results-driven environment, effectively managing workload priorities while meeting service-level expectations and adapting to rotating shifts, weekends, holidays, and additional hours as business needs require Posting End Date: 6 Oct 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.