Fraud & Claims Operations Manager

About this role:

Wells Fargo is seeking a Fraud & Claims Operations Manager in Detections Inbound Servicing team.

In this role, you will:

• Manage and develop a team of supervisors, analysts, specialists, or consultants, and engage management, vendors or related functional areas associated with fraud and claims investigations and detections
• Identify and recommend opportunities for implementation of procedures, controls, and trend data to ensure proactive identification, prevention execution, detection, investigation, recovery, and government or internal reporting of fraud and claims activity
• Make decisions and resolve issues regarding fraud and claims to meet business objectives
• Interpret and develop data and reports on emerging risk in the fraud environment to implement functional area policies or procedures which will maximize efficiency and enhance customer service
• Collaborate and consult with customers, vendors, and other functional areas to resolve escalated issues
• Interact directly with fraud and claims management to develop and implement functional area policies or procedures to support Wells Fargo's business goals
• Provide training, performance, evaluation and coaching of less experienced team
• Make decisions and resolve issues regarding resources, objectives and operations of functional area and team to meet business objectives
• Interpret and develop policies and procedures for operation functions with low to moderate complexity within scope of responsibility
• Manage allocation of people and financial resources for Fraud and Claims Operations
• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

• 4+ years of Fraud Claim Investigations/Detections 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
• 4+ years Leadership experience

Desired Qualifications:

• 4+ years direct management experience
• Contact center management experience
• Prior experience managing supervisory staff
• Strong leadership skills, including demonstrated success building effective teams, developing managers, and continually engaging team members
• Motivational skills and ability to optimize staff performance through staff selection, training, and motivation activities
• Experience working closely with other fraud managers and business partners
• The ability to conceptualize, develop and implement process improvements
• Excellent analytical and project management experience
• Demonstrated strong oral and written communication skills
• Ability to present complex material in a digestible, consumable manner to all levels of management
• Ability to provide leadership to a virtual or remote team
• Adaptability and ability to think quickly and react to daily operations issues
• Ability to exercise independent judgment to identify and resolve problems
• Ability to manage initiatives involving process improvements
• Knowledge and understanding of operations support area such as scheduling, staffing, planning, and administration

Job Expectations:

• Ability to travel up to 10% of the time
• Hybrid role, 3 days in the office, 2 days remote 
• No visa sponsorships

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.