Feb 14, 2020
Job Description Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application. At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services, Marketing and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively. Within the Operations team our Risk Operations/Fraud Prevention Services team partners with product, channel, risk and technology teams to develop and provide secure, reliable, scalable and customer friendly prevention, investigation and claims services that protect customers and Wells Fargo from fraud losses. Start your new career with Wells Fargo supporting our Risk Operations/Fraud Prevention group. Consistent growth is creating opportunities for you to become part of a successful team in our Claims Assistance Center (CAC) here in Birmingham. Provides an 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 through inbound and/or outbound 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 resolve merchant disputes in order to mitigate and/or recover losses. May be responsible for multiple claim types. Researches moderate to complex account activity, determines potential source of compromise, and then takes the appropriate action to decision the case using multiple systems and applications. Additional duties may include: closing and/or reissuing cards or accounts, researching or placing holds and restraints, reversing fees, and/or referring accounts for suspected elder abuse, identity theft, or account misuse. This position will start on April 13, 2020. Your success in this position is critical especially during the first six weeks of paid training held Monday - Friday 12pm-9pm. During this period we have high expectations for your attendance. Once training is completed, the schedule you were hired for will be effective. We are hiring for following schedule: 2:45pm-11:15pm during the week and 8:30am-5pm on Saturday *Days off for the week will be Friday and Sunday Required Qualifications 6+ months of customer service or military experience; or an AA/AS degree or higher 1+ year of banking industry experience 1+ year of call center experience Desired Qualifications Ability to execute in a fast paced, high demand, environment while balancing multiple priorities Ability to navigate multiple computer screens while working on the phone Excellent verbal, written, and interpersonal communication skills Experience assessing and meeting the needs of customers Experience meeting customer service or customer satisfaction goals Experience meeting operational goals Salary Information The salary range displayed below is based on a Full-time 40 hour a week schedule. AL-Homewood: Min: $31,200 Mid: $37,800 Street Address AL-Homewood: 200 Wildwood Pkwy - Homewood, AL Disclaimer All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act. Relevant military experience is considered for veterans and transitioning service men and women. Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
Homewood, AL, USA