Fraud and Claims Operations Associate Manager

About this role:

Wells Fargo is seeking an Associate Fraud & Claims Operations Manager in First Party Fraud, providing leadership and operational support for Consumer and Small Business Banking Operations. This role will manage a team responsible for researching and resolving complex account activity, fraud and claims transactions, policy violations, and consumer identification concerns within the contact center. Learn more about the career areas and lines of business at wellsfargojobs.com.

The Associate Manager will oversee daily operations and team performance, provide coaching and development, support escalated fraud and claims matters, and ensure work is completed in accordance with established procedures, controls, and risk requirements. This position will also partner with cross-functional teams to identify fraud trends, address operational and control gaps, improve processes, and support strategies designed to mitigate and recover financial losses.

In this role, you will:

• Supervise a team responsible for fraud identification, prevention, detection, recovery, and claim handling within established programs
• Make day-to-day supervisory decisions related to work allocation, service delivery, and issue resolution under functional management direction
• Identify process improvement and risk control opportunities that improve efficiency and customer outcomes
• Apply internal procedures to establish work standards, evaluate results, support training, and maintain compliance with policies and regulations
• Collaborate with customers, vendors, and functional partners to resolve escalated issues
• Manage people and financial resources within assigned scope and support hiring, coaching, and development of direct reports

Required Qualifications:

• 4+ years of financial services, fraud, or investigation experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ years leadership experience

Desired Qualifications:

• 2+ years of experience investigating fraud, claims, suspicious transactions, or complex account activity within a financial services environment
• Leadership experience managing, coaching, developing, or providing performance guidance to employees in an operational environment
• Experience overseeing fraud, claims, or other risk-related operations within a contact center or financial services environment
• Demonstrated ability to identify fraud trends, patterns, anomalies, and high-risk account activity and appropriately escalate emerging concerns
• Experience providing guidance and oversight on complex or high-risk fraud and claims matters across multiple products, systems, or transaction channels
• Experience monitoring team performance, workload, productivity, quality, and adherence to established procedures and controls
• Experience identifying operational, process, procedure, or control gaps and implementing or contributing to corrective actions and process improvements
• Strong analytical, research, and problem-solving skills with the ability to make timely decisions and manage competing priorities
• Ability to effectively manage escalations and partner with cross-functional teams, risk partners, and other stakeholders
• Strong organizational, leadership, and people-development skills
• Excellent verbal, written, and interpersonal communication skills

Job Expectation:

• Ability to work a flexible schedule, including any day of the week, between 8:00 a.m. and 10:00 p.m.
• Must be able to work at location listed on posting
• Relocation assistance is not available for this position
• This position is not eligible for Visa sponsorship

Posting Location:

• 1525 W W T Harris Blvd - Charlotte, North Carolina 28262-8522

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.

c. Please be prepared to provide accurate information and supporting documentation in connection with any lawful employment and education verification conducted by Wells Fargo.