Financial Crimes Spec 2 - Fraud Detection - 13 positions
UT-Salt Lake City
The Digital Channels Group (DCG), within Wells Fargo is the driving creative and technical force behind Wellsfargo.com. The Digital Channels Group helps customers realize their financial needs by delivering the world's most innovative e-banking and e-commerce services, capabilities and alliances.
Join a dynamic professional group of dedicated, hard working individuals who passionately strive to provide exceptional customer experience while mitigating risk to our customers and the bank. In this role, you will be an active participant in activities that will make a direct impact on detecting and preventing fraud within the online, phone and mobile channels, key to the future success of the Digital Channels Group and Wells Fargo!
As a Financial Crimes Detection Specialist, you will be detecting and stopping fraud by monitoring and reviewing daily customer activity, utilizing reports and systems to detect potential online fraud trends and scams. You will investigate and determine if online usage and transactions are legitimate by taking appropriate corrective action through proactive contact with customers and/or vendors to validate transactions, to protect the customer and bank from additional compromise and potential fraud by opening fraud cases/claims and securing customer relationships.
You will review, verify and/or identify customer transactions to detect/prevent financial crimes activities, policy violations, and suspicious situations in order to mitigate and/or recover losses. You will use a variety of sources for information, including online systems and tools, to monitor and research moderate to complex account activity that may involve multiple transaction channels, and take appropriate corrective action. You will perform general account handling functions such as close account determination, holds, restraints, etc, document research findings and actions on cases, and network with supporting departments to create a seamless experience for the customers
In addition, up to 50% of your time may be spent providing exceptional customer service while handling incoming calls from internal and external customers with potential fraud circumstances. You will take the appropriate action to protect the customer and bank from additional compromise and potential fraud by opening fraud cases/claims and securing customer relationships. You will accurately document information provided by the customer, and provide the customer with necessary information and steps to protect them while providing a high quality of service.
We are hiring for the following shift:
Monday-Friday 12:30p-9:00p to start, required to move to a Tuesday-Saturday shift after 3 months post training Tuesday-Friday 12:30p-9:00p, Saturday 8:30a-5:00p.
Must be flexible an able to work Tuesday-Saturday 3 months post training. No exceptions.
Must be flexible and able to work some holiday's depending upon business needs.
1+ years experience in financial services, fraud, investigations, BSA/AML, or criminal justice.
Demonstrated ability to listen, elicit information efficiently, comprehend and resolve complex customer issues. Demonstrated excellent verbal/written communication skills. Basic to intermediate knowledge of banking products and services. Strong PC skills including ability to troubleshoot common problems and navigate the internet.
A) 3 years of customer service experience with a minimum of 2 years in a fast paced challenging and productive operations environment handling difficult customer situations.
B) Ability to follow outlined procedures.
C) Complex problem solving and research skills with attention to detail.
D) Demonstrated ability to listen, elicit information efficiently, comprehend and resolve complex customer issues.
E) Demonstrated excellent verbal/written communication skills.
F) Demonstrated ability to multi task
G) Ability to adapt to a high pace ever changing work environment.
H) Basic to intermediate knowledge of banking products and services.
I) Strong PC and MS Office skills including ability to troubleshoot common problems and navigate the internet.
Experience with fraud schemes/detection.
Experience handling customer fraud claims.
Knowledge of online banking/bill pay or financial service processes.
Wells Fargo & Company (NYSE: WFC) is a diversified financial services company providing banking, insurance, investments, mortgage and consumer finance through more than 10,000 Wells Fargo and Wachovia stores, 12,000 Wells Fargo and Wachovia ATMs, the internet and other distribution channels across North America and internationally.
Wells Fargo & Company (NYSE: WFC) is a nationwide, diversified, community-based financial services company with $1.7 trillion in assets....