Lead Fraud & Claims Operations Representative

Why Wells Fargo: 

Are you ready for the next step in your career? This is where it begins – at a company known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked #2 on the 2023 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S. We’re especially proud of our tangible, meaningful commitment to diversity, equity, and inclusion in the workplace. When it comes to employees’ financial health, we offer competitive salaries and generous benefits package. Apply today.

About this role:

Wells Fargo is seeking a Lead Fraud & Claims Operations Representative in Returned Item Investigations as a part of Fraud and Claims Management. Find out why we’re the #1 financial services company to grow YOUR career. Apply today. 

 

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

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:

• 1+ year of fraud claims, detection, or prevention experience
• Check negotiability experience
• Leadership experience including coaching, training, and mentoring
• Experience providing strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues 
• Experience handling inbound or outbound phone calls in a high volume, high production environment  
• Ability to work effectively, as well as independently or as a team, in a results-driven environment
• Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information 
• Excellent verbal, written, and interpersonal communications skills 
• Strong analytical and problem-solving skills with high attention to detail and accuracy
   

Job Expectations:

• Ability to work additional hours as needed
• Must work on-site at the location posted
• This position is not eligible for Visa sponsorship  

Schedule: 

• Tuesday - Saturday 12:00 PM - 8:30 PM ET

Posting Location(s): 

• 1525 W W T Harris Blvd - Charlotte, North Carolina 28262-8522

Posting End Date: 

8 Feb 2025

*Job posting may come down early due to volume of applicants.

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, app