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Job ID: 5551385Important 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.The Claims Assistance Center (CAC) has an opening for a motivated Fraud and Claims Ops Manager 2 responsible for supervising a team of 18 - 22 agents who provide quality customer service to our internal and external customers. The position will supervise the day to day call and claim servicing activities to meet and exceed our business metric goals and objectives, resolve complex claims and handle escalated customer calls.Job responsibilities may include:
Conducting regular 1:1's, team meetings, fostering career progression.
Writing and conducting of staff performance evaluations.
Evaluation and implementation of departmental performance standards.
Engage in extensive call listening and data analysis to identify improvement opportunities for agent call quality, effectiveness, behaviors, claims knowledge and process improvements
Motivate and inspire the team to achieve exceptional business results while recognizing and rewarding success
Development and implementation of standardized work processes across the department.
Matrix management of budget dollars.
Participate in and/or manage related departmental projects.
Participating in audit/exam preparations, as well as managing business safety and soundness through day-to-day risk management.
As a Team 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:
3+ years of experience in one or a combination of the following: financial services, fraud, or investigations; or AA/AS degree or higher and 2+ years of the experience listed above
1+ year of leadership or management experience
Desired Qualifications:
Ability to interact with integrity and a high level of professionalism with all levels of team members and management
Good analytical skills with high attention to detail and accuracy
Experience leading a fast paced, demanding, and deadline driven production environment
Good verbal, written, and interpersonal communication skills
Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
Ability to exercise independent judgment and creative problem solving techniques
Experience coordinating multiple tasks within aggressive time frames
Ability to organize and delegate work to others
Management experience in a customer service, call center, or sales environment
Advanced Microsoft Office (Word, Excel, and Outlook) skills
Experience with Regulation E
Knowledge and understanding of regulatory compliance requirements surrounding Regulation CC or DD
Knowledge and understanding of Hogan
Knowledge and understanding of ATM, ACH, or check fraud/debit card claim processing
Bilingual speaking, reading, and writing proficiency in Spanish/English
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=5551385&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.
