Lead Fraud and Claims Operations Representative

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About this role:

Wells Fargo is seeking a Lead Fraud & Claims Operations Representative in First Party Fraud, providing coverage for Consumer and Small Business Banking Operations. This role will support first-party fraud operations through the research and investigation of 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 Lead Representative will identify fraud trends, patterns, and anomalies across consumer and small business banking accounts, using multiple resources and systems to make independent decisions designed to mitigate and recover losses. This position will also provide day-to-day work leadership, guidance, and subject matter expertise to team members while supporting process improvements, risk mitigation, and the resolution of complex fraud and claims matters.

In this role, you will:

• Support performance and overall effectiveness of team as well as cross-group operational tasks
• Proactively provide feedback and present ideas for improving or implementing processes and tools with efficient flow of fraud and claims operations
• Perform or guide others on complex account activity and claims that can include high risk and high dollar transactions requiring research that involves multiple transaction channels and products
• Independently prioritize work and provide day-to-day work leadership and mentorship for fraud and claims team
• Contribute in resolving control deficiencies in bank processes, procedures, customer, or team decisions that require coordination among cross-functional teams
• Provide guidance and subject matter expertise to less experienced staff in complex situations on wide range of information related to fraud and claims

Required Qualifications:

• 4+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired Qualifications:

• 2+ years’ experience investigating fraud, claims, or complex account activity within a financial services environment
• 2+ years’ experience researching first-party fraud, suspicious transactions, policy violations, or consumer identification concerns
• Demonstrated experience identifying fraud trends, patterns, anomalies, and high-risk account activity to mitigate or prevent financial loss
• Demonstrated experience researching complex transactions across multiple channels, products, systems, or accounts
• Leadership experience including coaching, training, mentoring, or providing day-to-day work guidance
• Served as a subject matter expert and providing guidance to others on complex fraud or claims situations
• Strong analytical, research, and problem-solving skills with high attention to detail and accuracy
• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
• Experience identifying process, procedure, or control gaps and contributing to process improvements
• Strong organizational, multi-tasking, and prioritizing skills
• Excellent verbal, written, and interpersonal communication skills

Job Expectation:

• Working Schedule: Sun-Thurs 8am to 5pm ET OR 2-10:30 pm ET; OR Tues- Sat 8am to 5pm ET OR 2-10:30 pm ET
• 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.