Job Description

a. Authentication: The associate will authenticate every customer as per Policies and Procedures laid out ,

b. The associate will provide the necessary level of authentication “customer or banker” required to complete the transaction.

c. Associate will support the processing and resolution for various fraud and non-fraud disputes.

Key actions may include:

i. Customer or banker authentication

ii. Interview customer to complete the fraud or non-fraud questionnaire

iii. Complete claim initiation or provide a status on an existing claim, as applicable

iv. Place a dispute on hold in a pending status, as applicable

v. Shut down cards/reissue as required, and request further information (verbally, send letter) if additional detail is needed to decision the claim.

d. Resolve / investigate an ATM PIN dispute.

vi. Define the processing error and consumer dispute categories and conditions

vii. Utilize systems to complete investigation

viii. Initiate or Submit a dispute, if applicable

ix. Pend a dispute, if applicable

x. Completion of fraud or non-fraud questionnaire

xi. Shut down cards/reissue as required, and request further information (verbally, send letter) if additional detail is needed to decision the claim.

e. Inbound Call Management: Handle inbound calls accordingly using proper Wells Fargo customer call etiquette, as noted in the Wells Fargo training, Wells Fargo Policies and Procedures.

f. Provide exemplary customer service to Wells Fargo Consumers and Wells Fargo’s internal staff.

Desired qualifications:

· 12 + months of customer service experience & experience in working in Fraud operations

· Willing to work from office and supporting customer queries on the phones

· Supported contact center operations for a bank

· Manage inbound calls using proper customer call etiquette, as noted in the client training, Policies and Procedures

· Maintain balance between exceptional customer service and solid investigative research while answer incoming calls in a call center environment

· Identify opportunities to improve customer experience through research of account activity and take appropriate actions

· Receive directions from team leads and escalate questions and issues to more experienced roles

· Ability to navigate multiple computer systems, applications, and utilize search tools to find information

· Intermediate Microsoft Office skills

· Support and capture all pertinent information from customers about their claims

· Conduct research and provide updates on the status of new and existing claims

· Strong analytical skills with high attention to detail and accuracy

· Proven ability to learn and apply new information

· Excellent verbal, written, and interpersonal communication skills

· Ability to work effectively in a team environment and across all organizational levels; where flexibility, collaboration, and adaptability are important

· Customer service focus with the ability to listen to customer needs and recommend solutions

· Problem analysis and resolution skills

· Ability to work in a fast-paced, quality-oriented work environment

· Strong and effective organizational, multi-tasking, and prioritizing skills

· Call center experience

· Ability to work independently with minimal supervision in a structured environment

· Strong research and documentation skills

Job Type: Full-time

Salary: $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Jacksonville, FL 32256: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Please provide a good contact number and email address.

Education:

• High school or equivalent (Required)

Experience:

• Fraud operations working with banks and debit card: 1 year (Required)

Work Location: One location

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