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Fraud & Claims Operations Associate Manager

Company: Wells Fargo
Location: Charlotte
Posted on: March 19, 2023

Job Description:

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application. At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you. About this role: Wells Fargo is seeking a Fraud & Claims Operations Associate Manager in Credit Card Fraud & Claims Management as part of Consumer & Small Business Banking Operations. Learn more about the career areas and lines of business at . In this role, you will:

  • Supervise a team of representatives within a blended credit card fraud and nonfraud claims program for proactive fraud identification, prevention, and detection, as well as ensuring the recovery, execution, and handling of claims
  • Identify opportunities for process improvement and risk control development in fraud and claims management to maximize efficiency and enhance customer service
  • Make supervisory decisions and resolve issues related to work distribution under direction of fraud and claims management
  • Leverage interpretation of internal processes and procedures to establish performance standards, evaluate performance, develop training materials, and ensure compliance with internal policies, risk controls, and government regulations
  • 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, and to provide exceptional customer experience
  • 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, US:
    • 2+ years of Financial Services, Fraud, or Investigation experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
    • 1+ years Leadership experience Desired Qualifications:
      • 6+ months of Leadership experience to include coaching, training, and mentoring
      • 1+ years of credit card fraud or nonfraud experience
      • 1+ years of DASH (Disputes Automated System Tracker) experience
      • 6+ months of call center experience
      • Systems experience with First Data Resources (FDR) and First Track
      • Ability to motivate and provide performance feedback to staff
      • Experience resolving and working through escalated and complex customer issues
      • Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
      • Excellent verbal, written, and interpersonal communication skills
      • Outstanding problem solving and decision making skills
      • Ability to assess current processes/procedures and make recommendations for efficiency
      • Ability to develop partnerships and collaborate with other business and functional areas Job Expectations:
        • Schedule is Monday - Friday, 8:00 AM to 5:30 PM in location time zone with some flexibility
        • Candidate must reside within a commutable distance of one of the locations on the posting We Value Diversity At Wells Fargo, we believe in diversity, equity 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, age, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 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.

Keywords: Wells Fargo, Charlotte , Fraud & Claims Operations Associate Manager, Executive , Charlotte, North Carolina

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