Practitioner - Claims jobs

Job Description:

Job Description:
This job is responsible for handling complex and escalated customer situations regarding possible fraudulent account activity. Key responsibilities include receiving inbound calls and takes appropriate action requiring accuracy on complex transactions. Job expectations include performing functions related to research and resolution of fraudulent activity, service support, and delivering practical, innovative solutions to clients while focusing on retention and re-establishing client confidence.

Wealth Management Fraud & Claims associates will handle inbound calls from clients, branch offices, banking centers, and various internal associates. They will also be responsible for the claim initiation and status updates of various fraud and billing disputes, on our clients’ bank accounts. Associates will handle a wide variety of claim types including but not limited to: credit card, debit card, ATM, check fraud, ACH, and online wire transfers for wealth banking products.

Responsibilities:

• Services banking products with high-risk activity to maximize approval of legitimate transactions, minimize client impact at the point of sale, identify fraudulent activity and restrict account activity
• Assists Fraud Strategy partners with development of new tactics by facilitating controlled tests and simulations within the production environment
• Tests existing customer facing capabilities (credit, debit, transactions, deposit activity, and online activities) for unknown vulnerabilities resulting in potential fraudulent exploitation and unplanned loss
• Participates in triage related to Executive Escalations & Incident Response fraud activities
• Reviews and investigates reports of suspected fraudulent activity with accurate recording of data captured during client interactions
• Follows established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations
• Assist clients and internal partners with banking claim and suspicious alert inquiries, initiation and updates

* 1st and 2nd shifts available : Tuesday through Saturday : 10:00 am EST to 8:00 pm EST flexibility

Required Qualifications:

• 1+ years of fraud servicing or call center experience.
• Has strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related information
• Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.
• Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
• Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
• Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
• Communicates effectively and confidently with all clients to make their financial lives better
• Ability to engage with clients while navigating multiple screens – begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objections
• Comfortable receiving ongoing performance feedback and coaching
• Ability to learn and adapt to new information and technology platforms
• Minimum of an intermediate level of proficiency with computers and current technology

Desired Qualifications:

• Experience in a call center or a financial/banking center
• Fraud Detection and Prevention
• Credit Risk

Skills:

• Customer and Client Focus
• Data Collection and Entry
• Due Diligence
• Issue Management
• Oral Communications
• Active Listening
• Adaptability
• Attention to Detail
• Policies, Procedures, and Guidelines
• Written Communications
• Business Acumen
• Collaboration
• Critical Thinking

High School Diploma / GED / Secondary School or equivalent

Job Responsibilities:

• Oversee the product roadmap, vision, development, execution, risk management, and business growth targets.
• Lead the entire product life cycle through planning, execution, and future development by continuously adapting, developing new products and methodologies, managing risks, and achieving business targets like cost, features, reusability, and reliability to support growth.
• Coach and mentor the product team on best practices, such as solution generation, market research, storyboarding, mind-mapping, prototyping methods, product adoption strategies, and product delivery, enabling them to effectively deliver on objectives.
• Own product performance and be accountable for investing in enhancements to achieve business objectives.
• Monitor market trends, conduct competitive analysis, and identify opportunities for product differentiation.

Required Qualifications, Capabilities, and Skills:

• 8 years of experience or equivalent expertise delivering products, projects, or technology applications.
• Extensive knowledge of the product development life cycle, technical design, and data analytics.
• Proven ability to influence the adoption of key product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management.
• Experience driving change within organizations and managing stakeholders across multiple functions.
• Partners closely with the Product Director to drive the execution of complex initiatives through the entire product life cycle including discovery, execution, and future development by continuously adapting, developing new products and methodologies, managing risks, and achieving business targets like cost, features, reusability, and reliability to support growth

Preferred Qualifications, Capabilities, and Skills:

• Proven ability to influence the adoption of key product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management.
• Experience driving change within organizations and managing stakeholders across multiple functions.
• Recognized thought leader within a related field.

In this role, you will:

• Support fraud and claims functional area by proactively identifying opportunities to improve customer experience, and offer ideas to mitigate risks through effective authentication of customers in order to prevent fraudulent activity

• Perform moderately complex customer support tasks by utilizing solid communication, and verbal and written skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim

• Oversee multiple claim types, take appropriate action to decision the case using multiple systems and applications, and may contact third parties for research, as needed

• Receive direction from supervisor and escalate questions or issues

• Interact with immediate team and functional area on wider range of information, plus internal or external customers

Required Qualifications:

• 1+ years of Customer Service experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 6+ months of financial services experience

• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues

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

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

• Strong analytical skills with high attention to detail and accuracy

• Knowledge and understanding of DASH, First Track, Prevent, FDR, Indigo

• Outstanding problem solving and decision-making skills

• Excellent verbal, written, and interpersonal communications skills

• Basic Microsoft Office skills (Word, Excel, and Outlook)

• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment

Job Expectations:

• Training will be in office Monday - Friday 8:00am - 4:30pm for 4 weeks

• Full time schedule after training will be Monday - Friday 8:00am - 4:30pm

• Must be able to attend full duration of required training period

• Ability to work additional hours as needed

• Must work on-site at the posted work location

• This position is not eligible for Visa sponsorship

Job Location:

• 800 South Jordan Creek Parkway, West Des Moines, IA 50266

This position is not eligible for Visa sponsorship

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

As a Co-Brand Card Audience Modernization Manager on the Transformation team, you will be a trusted advisor to marketing strategy, execution, and analytics teams across the Co-Band Credit Card business unit. You will learn from existing teams who support targeted audiences using established processes. You will drive creation and adoption of new processes to deliver comparable or better results using modernized audience data and platforms. To do this will require you and your team to use and improve upon new practices being created for end-to-end targeted audience creation and message personalization on our latest platforms, which are continuing to build and mature.

Job Responsibilities:

• Research and formalize requirements for data from systems of record instead of analytical databases used for audience targeting and message personalization,
• Identify capabilities needed for Co-Brand Marketing that are not available yet in our new platforms, and work with Product partners and the Audience Modernization program to create requirements and prioritize delivery,
• Formalize process, governance, and related documentation to enable faster and more consistent adoption across more and more marketing campaigns.
• Build a team of flexible, analytical problem-solvers who understand Co-Brand Card marketing, audience management. Cultivate a passion for driving to our target state for personalized, omni-channel marketing.
• Learn/understand existing audience management processes and tools through review of existing documentation and training material, as well as developing strong partnerships with current experts.
• Collaborate with business partners to understand their marketing strategies and needs.
• Understand and help drive our target-state audience management strategies, platforms, and data.
• Evaluate existing Co-Brand Card Marketing campaigns and strategies, decompose into plain-language description of the information needed to target and execute them. Partner with Data Owners to identify best sources for that information. Where the data requires transformation, generate build-ready requirements for a Tech team to engineer, test, and move to production environment.
• Translate your team’s work into repeatable, well-documented processes. These should be useful for training and knowledge sharing, and specifically identify and call out any control or compliance needs and activities.
• Participate in the Audience Modernization Program to help identify, prioritize, and deliver on the needs of Co-Brand Card Marketing. This must align with the program’s target state.
• Create and facilitate a plan to replace existing list- and attribute-based audiences to modern-build audiences for Co-Brand campaigns. This will be done in close partnership with current Audience Management, Marketing, and Marketing Ops teams.

Required Qualifications, capabilities and skills:

• Bachelor’s degree with 5 years of related experience or Master’s degree with 2-3 years of related experience.
• Excellent analytical thinking and problem-solving skills – ability to identify the most important parts, generate and evaluate options to solve problems.
• Proven track record of recruiting, training, and retaining a strong team, helping team members grow in their current roles and prepare to take on larger and more diverse roles.
• Ability to balance multiple priorities/projects concurrently, prioritizing, communicating risks and issues timely and with clarity, and escalating appropriately.
• Clear and concise verbal and written communications – make the most important parts easy to understand.
• Must thrive on navigating a large, matrixed organization, establishing strong partnerships that support cooperation and progress.
• Strong documentation to support consistency, training, and knowledge sharing.
• Adaptability to changing information, goals, and environment.
• Advanced coding in SAS, SQL, or other commonly-used large-data analytical language.
• Ability to plan, organize, and prioritize clearly with attention to details for self and team.
• Consistently be the partner that stakeholders and team members are happy to work with.

Preferred Qualifications, capabilities and skills:

• Ability to listen, observe, acknowledge, and lead by example, providing succinct and clear recommendations to partners and stakeholders
• A background in marketing operations, direct marketing or data analysis is preferred.
• Experience establishing governance standards, practices, and operating models to support them
• Familiarity with JSON format and modern data structures, public cloud and high-frequency, high-volume data technologies, and LLM prompt engineering and/or creation of AI Agents