About this role:
In support of Fraud and Claims Management and related integrated control Framework (Prevent, Detect, Recover), the Claims Assistance Center is seeking a Fraud and Claims Ops Manager to lead a team of approximately 150 team members, working in an inbound call center, who will assist customers who have experienced fraudulent or unknown account activity on their accounts.
In this role, you will:
- Intake of customer claims (heavy call center work)
- Research and remediation of fraud and non-fraud claims resulting from debit card, online channels, check, ACH, and eProducts
- Building high performing teams focused on driving business results through leadership effectiveness and team member engagement
- Initiating action, managing change, and building bridges to gain consensus
- Utilizing strong transformational leadership, relationship management, influencing, vision, and execution skills
- Understanding and operating successfully in a complex, heavily matrixed corporate environment
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- Manages the development and implementation of procedures, controls, analytics, and trend analysis to ensure proactive identification, prevention execution, detection, investigation, recovery, and government/internal reporting of financial crime activity
- Ensures compliance with regulatory requirements
- Maintains an awareness of financial crimes activity across the enterprise and may provide subject matter expertise to business projects and initiatives
- Manages relationships and fosters a team orientation with business heads, legal, audit, and multiple US and/or non-US regulators
- Represents the business(es) in the external community, including with senior regulators/auditors and law enforcement
Required Qualifications, US:
- 4+ years of Fraud Claim Investigations or Policy Violations, Risk Management or Compliance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 2+ years Leadership experience
- Ability to drive and lead organizational change in a dynamic environment
- Ability to manage a customer service, call center, or sales team
- Ability to motivate and provide performance feedback to staff
- Experience leading managers
- Ability to motivate staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
- Ability to organize and manage multiple priorities
- Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
- Excellent verbal, written, and interpersonal communication skills
- Exposure to Wells Fargo DAT (Disputes Automated Tracking) application or CLAIMS application
- Intermediate Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills
- Knowledge and understanding of ATM, ACH, or check fraud/debit card claim processing
- Strong analytical skills with high attention to detail and accuracy
- 1+ year of leadership experience including coaching, training, and mentoring
- Knowledge and understanding of online banking products, policies, and procedures
- Experience with Regulation E
- Standard schedule is Mon-Fri 11am-8pm; will require flexibility to cover weekends as needed. Flexibility to work 10am-7pm during non-daylight savings time
At Wells Fargo, we believe in diversity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
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 US:All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
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.