Lead Fraud & Claims Operations Representative

About this role:

At Wells Fargo, a Lead Fraud & Claims Operations Representative supports customers and business by researching and resolving complex fraud and claims activity, applying established procedures, and helping protect customer accounts and company assets.

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
• Expert knowledge of Reg E Advanced / Expert knowledge of VISA Operating Rules & Chargeback Guidelines
• Experience of at least 2 years in Chargeback

Desired Qualifications:

• SME level knowledge of Signature fraud / Signature non-fraud
• Strong project management skills
• Excellent verbal, written, and interpersonal communication skills
• Ability to facilitate training or present information to an audience
• Ability to learn quickly and transfer knowledge
• Knowledge of lean and six sigma tools and techniques
• Experience of drafting Statement of Work and creating process maps and process flows
• Ability to facilitate new learnings to staff as information, systems, and processes change
• Ability to drive and lead organizational change in a dynamic environment
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Workforce management experience including directing activities of team members, performance management, career development, coaching, mentoring, and succession planning
• Advanced / Expert knowledge of Reg E Advanced / Expert knowledge of VISA Operating Rules & Chargeback Guidelines

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.