• Job Description

  Req#: R-279444

  About this role:

  Wells Fargo is seeking a Lead Fraud & Claims Operations Representative in Treasury Management Fraud Operations as part of Consumer & Small Business Banking Operations. Learn more about the career areas and lines of business at wellsfargojobs.com

  
  In this role, you will:

  • Support performance and overall effectiveness of team as well as cross-group operational tasks

  • Proactively provide feedback and present ideas for improving or implementing processes and tools with efficient flow of fraud and claims operations

  • Perform or guide others on complex account activity and claims that can include high risk and high dollar transactions requiring research that involves multiple transaction channels and products

  • Independently prioritize work and provide day-to-day work leadership and mentorship for fraud and claims team

  • Contribute in resolving control deficiencies in bank processes, procedures, customer, or team decisions that require coordination among cross-functional teams

  • Provide guidance and subject matter expertise to less experienced staff in complex situations on wide range of information related to fraud and claims

  • Be responsible for the mitigation and recovery of fraudulent activity experienced on Wholesale (W1, W2) flagged accounts.

  • Will be fraud case management working directly with wholesale customers, relationship managers and various internal Wells Fargo departments.

  • Will be responsible for monitoring the fraud Inbox, serviceview and efax for actual and potential fraud case notification.

  
  Required Qualifications:

  • 2+ years of customer service, financial services, fraud, or investigations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

  
  Desired Qualifications:

  • 2+ years of call center experience or retail experience

  • Knowledge and understanding of banking: regulations, compliance, policies, process, and procedures

  • Strong research skills

  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities

  • Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment

  • Excellent verbal, written, and interpersonal communication skills

  • Ability to research, trend, and analyze data

  • Ability to identify potential fraud/risky accounts and take appropriate action to prevent loss Knowledge and understanding of treasury management and bank operations

  • Knowledge and understanding of customer fraud claims

  • Knowledge and understanding of Hogan and Pega experience

  
  Job Expectations:

  • M-F 8:00am - 5:00pm

  • Ability to work overtime as needed

  • Candidate must reside within a reasonable commute to one of the addresses listed in the posting but will have the option to work from home on a hybrid schedule. Working one week in office and one week remote.

  Job Locations:

  • 1525 W WT Harris Blvd, Charlotte, NC 85282

  • 1330 W Alameda, Tempe, AZ 85282

  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.

  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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