Financial Crimes Specialist 3 - Bilingual Spanish/English

Company: Wells Fargo Bank
Location: Des Moines
Posted on: December 5, 2019

Job Description:

Job Description
Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume prior to submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. -- In order to receive text message invitations, your profile must include a mobile phone number designated as ------Personal Cell------ or ------Cellular------ in the contact information of your application.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. Join our diverse and inclusive team where you------ll feel valued and inspired to contribute your unique skills and experience.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, Marketing 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.Financial Crimes Specialist 3 - Bilingual Spanish/ English representatives are responsible for balancing exceptional customer service with strong investigative research while answering incoming calls in a call center environment from internal and external Wells Fargo customers who suspect they have fraudulent, mis-posted, or unusual activity on their accounts or are experiencing an immediate financial crisis.*Must be able to pass the Spanish Speaking Proficiency assessment and service Spanish speaking customers*- Effectively authenticates the identity of customers to prevent further fraudulent activity.- Captures all pertinent information from customer about their claim, conducts research, and decisions or provides updates on status of new and existing claims.- Utilizes expertise in all applicable rules, regulations, and procedures to mitigate risk of loss to both our customer and to Wells Fargo and to ensure strict compliance with all regulations and procedures.- Proficient in entering data pertinent to claim into multiple systems as well as reviewing data in multiple windows and applications and utilize search tools to find information while on the phone with customers.- Researches moderate to complex account activity, determines potential source of compromise, and then takes the appropriate action to decision the claim.- Additional duties may include: closing and/or reissuing cards or accounts, researching or placing holds and restraints, reversing fees, and / or referring accounts for suspected elder abuse, identity theft, or account misuse.- Refers/reviews more complex/unique situations with senior department staff and networks with supporting departments to create a seamless experience for the customer.Training class begins 1/13/20. -- Training hours are 8am-4:30pm, Monday - Friday for 6 weeks.Working Schedules after training -- Des Moines, IA: -- 9:30am - 6:00pm, Monday - Friday- Hillsboro, OR: -- 9am or 9:30am - 6:00pm, Monday - Friday

Required Qualifications

• 2+ years 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 applied sciences, mathematics, statistics, economics, finance or criminal justice and 1+ year of the experience listed above
• Bilingual speaking and reading proficiency in Spanish/English
  
  Desired Qualifications
  
  • Customer service experience
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Ability to navigate multiple computer systems, applications, and utilize search tools to find information
  • Basic Microsoft Office (Word, Excel, and Outlook) skills
  • Excellent verbal, written, and interpersonal communication skills
  • Knowledge and understanding of credit card dispute resolution
  • Knowledge and understanding of regulatory compliance requirements surrounding Regulation Z
  • Outstanding problem solving and decision making skills
  • Strong attention to detail and accuracy skills
  • Knowledge and understanding of credit card products, policies, and procedures
    
    Job Expectations
    
    • Must take and pass required Spanish language assessment
      
      Street Address
      IA-West Des Moines: 7000 Vista Drive - West Des Moines, IA
      OR-Hillsboro: 10500 NE Walker Road - Hillsboro, OR
      
      
      Disclaimer
      
      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.
      

Keywords: Wells Fargo Bank, Des Moines , Financial Crimes Specialist 3 - Bilingual Spanish/English, Other , Des Moines, Iowa