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Financial Crimes Specialist - Call Center 2

at Wells Fargo

Pay: up to $15.75/hour
direct communication with merchants is often required to resolve customer disputes.<br><br>Starting pay begins at $15.75 per hour.<br><br>This position will start on April 1
Posted: 1/31/2019
Job Reference #: 10746616
Keywords: call center, inbound

Job Description

Job Description

At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. We value and promote diversity and inclusion in all aspects of business and at all levels. Success comes from inviting and incorporating diverse perspectives.Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively.

Within the Operations team our Risk Operations/Fraud Prevention Services team partners with product, channel, risk and technology teams to develop and provide secure, reliable, scalable and customer friendly prevention, investigation and claims services that protect customers and Wells Fargo from fraud losses.

Successful candidates will be working in a fast paced production oriented call center environment. You will be expected to respond to our inbound customer inquiries while adhering to regulatory and compliance guidelines and meeting or exceeding quality standards. You will be required to use multiple online computer systems with technical proficiency. Excellent communication skills are necessary to provide accurate and efficient responses while documenting research findings and actions on cases and create fraud claims. The nature of the calls handled can be complex; therefore, direct communication with merchants is often required to resolve customer disputes.

Starting pay begins at $15.75 per hour.

This position will start on April 1, 2019.
This is the start of a six week paid training that will run Monday - Friday, 9:00am -6:00pm.

Work schedules after training fall between 12:30pm and 9:15pm with two split days off. Saturday and Sunday hours fall between 6:00am and 5:30pm. Schedules may change due to business needs.

  • 12:45pm-9:15pm Saturday/Tuesday off, Sunday 8:00am-4:30pm
  • 12:45pm-9:15pm Saturday/Thursday off, Sunday 8:00am-4:30pm
  • 12:45pm-9:15pm Saturday/Wednesday off, Sunday 6:00am-2:30pm

*This schedule will change in November for Daylight Saving Time

Attendance is critical especially during the first six weeks of paid training held Monday - Friday. Selected candidates must be available to work evenings, weekends, some overtime and holidays depending upon business needs.

Bilingual Spanish speaking candidates are encouraged to apply.

Team members will be eligible to participate in a shift bid process based on performance once out of training. Shifts that have more than 50% of the time after 4:00pm may qualify team members for a 15% shift pay differential.

Required Qualifications

  • 6+ months of call center experience; or 1+ year of experience in one or a combination of the following: financial services, fraud, investigations, Bank Secrecy Act, anti money laundering, or criminal justice; or an AA/AS degree or higher in criminal justice

Desired Qualifications

  • 1+ year of customer service experience
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss
  • Ability to navigate multiple computer screens while working on the phone
  • Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Basic computer skills including the ability to navigate multiple windows, applications, and utilize search tools to find information
  • Customer service focus with the ability to listen to customer needs and recommend solutions
  • Excellent verbal, written, and interpersonal communication skills
  • Intermediate Microsoft Office (Word, Excel, and Outlook) skills
  • Strong analytical skills with high attention to detail and accuracy
  • Bilingual speaking proficiency in Spanish/English

Job Expectations

  • Must be able to attend full duration of required training period
  • Ability to work nights, weekends, and/or holidays as needed or scheduled
  • Ability to work additional hours as needed

Street Address

AZ-Chandler: 2700 S Price Rd - Chandler, AZ


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.
Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.


Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!