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:

• Lead complex account and claim reviews involving elevated risk, significant loss exposure, multiple channels, or multiple products
• Coordinate and facilitate fraud and claims activities across teams, including work prioritization, coaching, and issue resolution
• Work autonomously to prioritize complex operational activities and provide day-to-day guidance to fraud and claims colleagues
• Lead or contribute to process and control improvements that enhance operational effectiveness, customer outcomes, and risk mitigation
• Analyze and resolve complex operational and control issues, coordinating with partners as needed
• Provide specialized expertise and guidance to colleagues and functional partners on complex fraud and claims matters

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
• Experience in fraud detection and investigation, including identifying fraud patterns, anomalies, and risk indicators

• Experience with credit card fraud, identity theft, hard holds, and fraud and claims operations

• Experience prioritizing cases, analyzing information, and documenting clear, supportable decisions
• Strong critical thinking and problem-solving skills with the ability to research and resolve complex fraud or claims cases

• Knowledge of fraud risk, operational controls, and customer service practices within financial services

• Ability to handle lead-level responsibilities, including work coordination, providing guidance, coaching, and supporting issue resolution
• Strong communication and stakeholder management skills, with experience collaborating across functional teams

Desired Qualifications:

• Experience applying critical thinking and problem solving to fraud, claims, or investigative work
• Ability to research information and analyze data to identify patterns, anomalies, and risk indicators
• Experience prioritizing cases and documenting clear, supportable decisions
• Knowledge of customer service delivery and customer needs in sensitive situations
• Knowledge of fraud risk awareness and controls within financial services operations
• Ability to use Microsoft applications and multiple case management or transaction systems
• Experience building effective working relationships across functional teams

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.