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Job ID: 5550115Important 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 want to satisfy our customers’ financial needs and help them succeed financially. We’re looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you’ll feel valued and inspired to contribute your unique skills and experience.Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.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 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.Responsibilities include, but are not limited to:
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
The Fraud and Claims Ops Manager is responsible for ensuring execution and ongoing management of a contact center supporting a risk-based financial crimes program.
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
The role requires a sense of urgency, passion for results, strong customer focus, and personal accountability for achievement while making difficult decisions based on a mixture of analysis, experience, and judgment.Standard schedule Mon-Fri 8am-5pm; will require flexibility to cover weekends as needed. Hours of operation 4am-9pm 7 days/week.As a Team Member Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:
Lead your team with integrity and create an environment where your team members feel included, valued, and supported to do work that energizes them.
Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.
Required Qualifications:
5+ years of experience in one or a combination of the following: fraud, investigations of fraud claim transactions or policy violations, risk management, or compliance
3+ years of leadership or management experience
Desired Qualifications:
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
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
How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psc/PSEA/APPLICANTNW/HRMS/c/HRSHRAMFL.HRSCGSEARCHFL.GBL?Page=HRSAPPJBPSTFL&FOCUS=Applicant&SiteId=1&JobOpeningId=5550115&PostingSeq=1.All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.Relevant military experience is considered for veterans and transitioning service men and women.Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.Relevant military experience is considered for veterans and transitioning service men and women.Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
