Fraud & Claims Operations Representative - Online Investigation & Identity Theft

About this role:
At Wells Fargo, a Fraud & Claims Operations Representative is a front-line role in a high-volume call center, supporting customers through potential fraud situations. You will protect customers and the organization by identifying, investigating, and resolving fraud and claims in a fast-paced, high-volume call center environment. You'll engage directly with customers to handle sensitive situations, analyze account activity, and make informed decisions across multiple claim types
In this role, you will:

• Review customer information, account activity, and transactions to support fraud and claims investigations
• Manage fraud and claims cases across multiple claim types in a high-volume contact center environment
• Use established procedures, critical thinking, and sound judgment to determine next steps and resolve cases accurately and promptly
• Support customers through voice and non-voice channels, communicating clearly and professionally during sensitive situations
• Handle challenging interactions while balancing customer needs, fraud risk, and regulatory requirements
• Collaborate with internal teams to support complete and effective investigations
• Apply fraud risk awareness to make informed decisions and escalate complex cases when appropriate

Required Qualifications:

• 1+ year of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• PHL only: 1+ year of experience in financial services in a similar industry (call center or international banks)
• U.S. only: Bilingual speaking proficiency in Spanish (optional)
• 1+ years of experience in fraud investigations, online fraud detection, identity theft, claims processing, or related operational support functions

Desired Qualifications:

• Understanding of compliance and risk requirements in financial services or other regulated environments
• Experience in analyzing account activity, identifying fraud indicators, and making sound risk-based decisions
• Success navigating multiple systems, tools, and procedures in a high-volume environment while maintaining accuracy and quality
• Customer interaction skills, including active listening, effective questioning, de-escalation, and accurate case documentation
• Critical thinking, problem-solving, and collaboration skills demonstrated through effective decision-making and adapting to changing priorities

Job Expectations:

• Ability to work the 5:30 PM to 2:30 AM IST shift and adapt to schedule changes based on business needs

Posting End Date:
21 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 .
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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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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.