Balances exceptional customer service with strong investigative research while working with internal and external Wells Fargo customers who suspect they have fraudulent, mis-posted, merchant disputes or other unusual activity on their accounts.
Customer contact is made though outbound and / or inbound calling to complete investigation. May also involve contacting third parties for research.
May utilize strong communication (verbal and written) skills to establish rapport with customer to de-escalate difficult and sensitive information as a part of resolving a claim.
Mitigate risk by effectively authenticating the identity of customers to prevent further fraudulent activity. Reviews, verifies and / or identifies customer transactions to detect / prevent fraud, policy violations or resolving merchant disputes in order to mitigate and / or recover losses.
May be responsible for multiple claim types. Researches, reviews and analyzes more complex account activity and claims with higher risk and higher dollar transactions requiring research that involve multiple transaction channels and products to reach resolution using multiple systems and applications.
Monitors and reviews more complex account activity and claims that can include high risk and high dollar transactions requiring research that may involve multiple transaction channels and products.
Identifies patterns, anomalies and trends and may analyze findings to determine extent of suspicious or unusual activity and level of risk.
Identifies and may participate in resolving control deficiencies in bank processes, procedures, customer or team member decisions and assigns loss accountability.
As a subject matter expert and universally skilled specialist, may provide work direction and act as an escalation point for junior level team members in more complex situations.
May manage daily workflow activities for operations team including staffing and production metrics. May participate in special projects.