Associate Fraud & Claims Operations Representative

Overview

A front-line role in a high-volume call center supporting customers through potential fraud situations, investigating account activity, resolving issues accurately, and providing timely updates to customers.

What you'll do

• Review routine fraud alerts, transactions, claims, and referrals using established procedures to reach accurate case outcomes in a call center environment.
• Gather, verify, and assess customer information to accurately initiate and support fraud and claims processing.
• Manage multiple cases in a high-volume call center environment while meeting quality and service expectations.
• Perform operational and customer support tasks related to fraud prevention, dispute resolution, and account servicing via voice and non-voice functions.
• Research basic account activity and transaction details to support case review.
• Ensure timely, accurate, and complete case handling while partnering with team members for support as needed.
• Ask targeted questions and review account activity to understand customer situations and identify potential fraud concerns.
• Communicate with customers and internal partners to obtain or provide routine information.

What you'll need

• 6+ months of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.
• PHL only: 6+ months of customer service experience in business process outsourcing (BPO) industry.
• Bachelor's degree in Accounting, Commerce, Finance, or a related field.
• Experience preparing and reviewing reconciliation statements, with a strong focus on accuracy and attention to detail.
• Working knowledge of banking operations processes and financial transactions.
• Strong communication and interpersonal skills, with the ability to collaborate effectively and confidently with a variety of stakeholders.

Nice to have

• Experience gathering, reviewing, documenting, and analyzing customer and account information to support fraud investigations, claims processing, and risk assessment activities.
• Demonstrated analytical thinking, critical thinking, and problem-solving skills to identify fraud indicators, evaluate information, and determine appropriate next steps within established guidelines.
• Ability to actively listen, understand customers, and communicate effectively, including experience asking targeted questions, de-escalating concerns, and accurately documenting customer interactions in a call center environment.
• Experience investigating and resolving customer issues while applying sound judgment, compliance requirements, and risk mitigation practices.
• Proven skills managing high-volume workloads, adapting to changing priorities, and consistently meeting quality, accuracy, and service expectations.
• Experience using multiple systems, tools, and technology platforms to support customer service operations and drive efficient case management.
• Strong collaboration skills and experience partnering across teams and stakeholders to achieve shared goals and deliver positive customer outcomes.

Details

• Location: Hyderabad, India.
• Hybrid work environment; must comply with Wells Fargo's attendance and workplace policies.
• Flexible schedule; willingness to work evening and overnight shifts between 5:30 PM and 2:30 AM IST as required.
• Posting end date: 19 Oct 2026.