• Job Description

  Req#: R-320493

  About this role:

  Wells Fargo is seeking a Fraud & Claims Operations Manager to join the Treasury Management Fraud Claims team within Consumer & Small Business Banking providing coverage for CSBB Operations. Learn more about our career areas and lines of business at wellsfargojobs.com.

  The Treasury Management Fraud Claims team within the Fraud & Claims Management (FCM) organization is responsible for the investigation and resolution of Treasury Management customers on fraudulent check transactions and authentication. We are looking for an extraordinary candidate who can demonstrate excellent leadership skills and who will be responsible for leading a team of Fraud & Claim Operations Representatives.
  

  In this role, you will:

  • Be responsible for workflow management, day to day operations, allocation of resources, production monitoring, claim/work quality, and ensuring timely completion of daily tasks.
  • Lead the development and management of a team of analysts and specialists, focusing on claims execution, investigation, and recovery, as well as the detection and prevention of fraud.
  • Identify and suggest opportunities for enhancing processes and implementing controls, and recommend corresponding improvements to maximize efficiency and resources, enhance customer experience and ensure compliance to policy, regulations and law.
  • Make decisions and resolve escalated issues regarding fraud and claims
  • 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
  • Play a leading role in representing the team on various projects or site initiatives
  • Communicate regularly and effectively with multiple levels of leadership, project management and lines of business
  • Participate in the review, recommendation and implementation of system/process updates and changes
  • Partner with internal lines of business, other financial institutions, and external customers
  • Mentor and guide talent development of direct reports and assist in hiring talent
  • Be responsible for meeting team productivity gains year over by identifying process improvements that increase the team’s efficiency
  • Risk management and oversight will be a critical aspect of the position as all managers are risk managers
  • 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

  
  Required Qualifications:

  • 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

  Desired Qualifications:

  • 2+ years of supervisory or management experience
  • Experience managing an operations or contact center team in a production environment
  • Leadership experience mentoring, coaching, and developing teams
  • Ability to lead a remote team
  • Knowledge of Check Fraud and Treasury management products and fraud processes
  • Ability to manage to production goals, deadlines, and various metrics
  • Experience developing and implementing project level processes, procedures and performance metrics
  • Advanced skills in Microsoft 365 (includes Excel, Words, PowerPoint, Access)
  • Demonstrated ability to make decisions, adapt to change, and recommend creative solutions
  • Analytical skills and experience with complex problem solving
  • Ability to lead and take lead/manage multiple issues, events, and initiatives simultaneously
  • Effective communications skills and ability to communicate across all levels of the organization
  • Ability to work independently and make informed decisions
  • Experience using statistical methods to analyze data and experience developing predictive models
  • Banking experience and knowledge
  • Regulatory knowledge
  • Exposure to CSTAR (Case System Tracking and Resolution) application
  • Intermediate Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills

  
  Job Expectations:

  • Monday to Friday, 8:00 AM to 5:00 PM EST with ability to work additional hours as needed

  Location:

  • 1525 W W T Harris Blvd., Charlotte, NC 28262
  • Candidate must be located within a commutable distance of this location

  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, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

  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.

  Drug and Alcohol Policy

  Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

• About the company

  Wells Fargo & Company is an American multinational financial services company with corporate headquarters in San Francisco.

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