Rachael Day
Phoenix
Summary
Senior Fraud & Claims Operations Representative with extensive experience reviewing debit card and deposited-item claims, analyzing account activity, and determining accurate claim outcomes. Skilled in case intake, documentation, fraud pattern identification, and compliance adherence within fast-paced, SLA-driven environments.
Overview
22
22
years of professional experience
Work History
Senior Fraud & Claims Operations Representative
Wells Fargo
Tempe
06.2025 - Current
- Review deposited check cases for potential fraud.
Senior Fraud & Claims Operations Representative
Wells Fargo
Tempe
06.2022 - 05.2025
- Processed debit card fraud claims and documented outcomes.
Claims Operations Representative
Randstad (Wells Fargo)
Tempe
08.2021 - 06.2022
- Processed non-fraud debit card claims.
Insurance Verification Agent
RemX Staffing
Tempe
12.2019 - 02.2020
- Verified insurance coverage via outbound calls.
Seller Support Associate
Grainger
Tempe
03.2017 - 02.2019
Customer Service Representative
OPTUM/UHG
Chandler
11.2013 - 03.2017
Customer Service Representative
WageWorks
Tempe
10.2012 - 03.2013
Customer Service Representative
Verizon Wireless
Chandler
09.2003 - 04.2012
Education
High School Diploma -
Yuma High School
Yuma, AZSkills
- Fraud & Claims Case Review
- Documentation Accuracy
- Regulatory Compliance
- Customer Communication
- De-escalation
- High-Volume Call Center Operations
- Queue Prioritization
- Time Management
- Prevent
- HOGAN
- SVT
- SVP
- DAT PEGA 20
- OIB
- Universal Workstation (UW)
- ETran
- RMS
- CIV
- Microsoft Outlook
- Microsoft Word
- Active listening
- Team player
- Technical support
- Fraud investigation
- Claims processing
- Risk assessment
- Compliance adherence
- Attention to detail
- Problem solving
- Effective communication
- Adaptability to change
- Critical thinking
- Workload prioritization
- Analytical skills
- Microsoft office
- Call documentation
- Policies and procedures adherence
Assessments
- Customer Service, Highly Proficient
- Written Communication, Proficient
- Verbal Communication, Proficient
Timeline
Senior Fraud & Claims Operations Representative
Wells Fargo
06.2025 - Current
Senior Fraud & Claims Operations Representative
Wells Fargo
06.2022 - 05.2025
Claims Operations Representative
Randstad (Wells Fargo)
08.2021 - 06.2022
Insurance Verification Agent
RemX Staffing
12.2019 - 02.2020
Seller Support Associate
Grainger
03.2017 - 02.2019
Customer Service Representative
OPTUM/UHG
11.2013 - 03.2017
Customer Service Representative
WageWorks
10.2012 - 03.2013
Customer Service Representative
Verizon Wireless
09.2003 - 04.2012
High School Diploma -
Yuma High School