WellsOne Commercial Card: Fraud Chargeback Representative
Not Disclosed•Full-TimeHybrid
location_onSalt Lake County Government Center (South), 2001, State Street, Liberty Wells, Salt Lake City, Salt Lake County, Utah, 84114, United States
About Wells Fargo
At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.
About the Role
Wells Fargo is seeking a Senior Fraud & Claims Operations Representative for the WellsOne Commercial Card Fraud Chargeback Team. This role is critical to maintaining the integrity of our commercial card services by processing fraud claims submitted by cardholders for transactions posted to their credit card accounts.
In this position, you will serve as a subject matter expert, proactively identifying opportunities to improve the customer experience while mitigating risks through effective authentication. You will handle complex customer support tasks, utilizing strong verbal and written communication skills to establish rapport, de-escalate sensitive situations, and resolve claims. Your day-to-day involves overseeing multiple claim types, making decisions using various systems, and contacting third parties for research as needed.
As a senior team member, you will also support team performance by identifying gaps in bank processes and procedures. You will provide feedback to improve tools and processes, interpret procedures for less experienced staff, and interact with the fraud and claims functional area on a wide range of information. You will review customer transactions and documentation to determine chargeback rights, applying Visa and MasterCard rules to select appropriate reason codes and conditions. Additionally, you will determine when to escalate fraud disputes to pre-arbitration or arbitration, file compliance cases when necessary, and review complex situations with senior department staff.
Hiring Process
Candidates applying to job openings posted in Canada are encouraged to apply, 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. To request a medical accommodation during the application or interview process, visit the Disability Inclusion page on the Wells Fargo careers site.
Please note that third-party recordings are prohibited unless authorized by Wells Fargo. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process. Information regarding specific compliance policies, including those regarding outside activities and personal investing, will be shared during the recruitment process.
Equal Opportunity & Culture
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. We firmly establish these disciplines as critical to the success of our customers and company. Team members are accountable for the execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), effectively following policies, fulfilling risk and compliance obligations, and making sound risk decisions commensurate with the business unit's risk appetite.
Wells Fargo maintains a drug-free workplace. Please refer to the Drug and Alcohol Policy for more information.
Work location
Work model: Hybrid
Salt Lake County Government Center (South), 2001, State Street, Liberty Wells, Salt Lake City, Salt Lake County, Utah, 84114, United States
Salt Lake City, Utah
Key Responsibilities
- check_circleIdentify gaps in bank processes and provide feedback to improve fraud and claims procedures
- check_circleReview complex or unique situations with senior department staff for resolution
- check_circleDetect potentially fraudulent activity and take appropriate action to mitigate risk
- check_circleReview and implement procedures and training materials to ensure compliance and efficiency
- check_circleReview customer transactions and documentation to determine chargeback rights and reason codes
- check_circleProcess fraud claims and chargebacks for commercial cardholders using multiple systems
- check_circleContact customers via phone or email to gather information for fraud dispute filings
- check_circleDetermine if fraud disputes require escalation to pre-arbitration or arbitration
- check_circleProvide subject matter knowledge and procedural interpretation to less experienced staff
Requirements
- verified2+ years of customer service support experience
- verifiedAbility to navigate multiple computer systems and applications
- verifiedStrong analytical skills with high attention to detail and accuracy
- verifiedStrong verbal, written, and interpersonal communication skills
- verifiedExperience with Microsoft Office products (Outlook and Excel)
- verifiedKnowledge of Visa and MasterCard Rules and Regulations
- verifiedExperience with Visa Resolve Online and/or MasterCom
- verifiedExperience with TSYS processing system
- verifiedCommercial credit card experience
- verifiedTreasury management experience
- verifiedWork authorization (not eligible for Visa Sponsorship)
Nice to Have
Fraud chargeback filing experience, Experience with Visa Resolve Online and/or MasterCom, Intermediate level of experience with Microsoft Office products (specifically Outlook and Excel), Experience in credit card industry with Visa and Mastercard products, Knowledge of Visa and MasterCard Rules and Regulations, Experience with TSYS processing system, Commercial credit card experience, Treasury management experience
Benefits & Perks
check_circleHybrid work schedule
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Frequently asked questions about WellsOne Commercial Card: Fraud Chargeback Representative at Wells Fargo
What does a WellsOne Commercial Card: Fraud Chargeback Representative at Wells Fargo do?expand_more
A WellsOne Commercial Card: Fraud Chargeback Representative at Wells Fargo is responsible for the following: Identify gaps in bank processes and provide feedback to improve fraud and claims procedures; Review complex or unique situations with senior department staff for resolution; Detect potentially fraudulent activity and take appropriate action to mitigate risk; and Review and implement procedures and training materials to ensure compliance and efficiency.
What are the requirements for this WellsOne Commercial Card: Fraud Chargeback Representative role?expand_more
To qualify for the WellsOne Commercial Card: Fraud Chargeback Representative at Wells Fargo position, applicants should have: 2+ years of customer service support experience; Ability to navigate multiple computer systems and applications; Strong analytical skills with high attention to detail and accuracy; Strong verbal, written, and interpersonal communication skills; Experience with Microsoft Office products (Outlook and Excel); and Knowledge of Visa and MasterCard Rules and Regulations.
Where is the WellsOne Commercial Card: Fraud Chargeback Representative role at Wells Fargo located?expand_more
WellsOne Commercial Card: Fraud Chargeback Representative at Wells Fargo is based in Salt Lake County Government Center (South), 2001, State Street, Liberty Wells, Salt Lake City, Salt Lake County, Utah, 84114, United States. This is a hybrid role.
Is this WellsOne Commercial Card: Fraud Chargeback Representative job remote, hybrid, or on-site?expand_more
Wells Fargo has listed this WellsOne Commercial Card: Fraud Chargeback Representative role as hybrid.
How much experience is required for this WellsOne Commercial Card: Fraud Chargeback Representative role?expand_more
WellsOne Commercial Card: Fraud Chargeback Representative at Wells Fargo typically requires 2+ years of relevant experience at the mid level level.
What skills do you need for the WellsOne Commercial Card: Fraud Chargeback Representative role at Wells Fargo?expand_more
Key skills for WellsOne Commercial Card: Fraud Chargeback Representative at Wells Fargo include Visa Resolve Online; Mastercom; Microsoft Office; Outlook; Excel; Visa; Mastercard; and TSYS Processing System.
What category does the WellsOne Commercial Card: Fraud Chargeback Representative role belong to?expand_more
WellsOne Commercial Card: Fraud Chargeback Representative at Wells Fargo is part of the accounting & finance job category on Recrutus.