About this role:

Wells Fargo is seeking a Lead Fraud & Claims Operations Representative as part of Consumer & Small Business Banking Operations. Learn more about our 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

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:

• Knowledge and understanding of ONFC (Online Non-Fraud Claims)
• 1+ year of online non-fraud experience
• Knowledge and understanding of Wells Fargo Bill Pay Claims procedures
• Online claims support experience using the Wells Fargo Online Bill Pay system
• Experience with Online Banking Systems such as Customer Contact Management (CCM), Customer Information View (CIV) and Customer Service Application (CSA)
• Excellent verbal, written, and interpersonal communication skills
• Ability to process complex transactions and perform extensive research to resolve complex customer issues
• Ability to process complex transactions across multiple systems
• Strong analytical skills with high attention to detail and accuracy
• Ability to take initiative and work independently with minimal supervision in a structured environment
• Outstanding problem solving and decision making skills
• Ability to exercise independent judgment to identify and resolve problems
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important

Job Expectations:

• Schedule: Monday - Friday, 8 hours a day, between the hours of 7:00 AM - 7:30 PM Local Time
• Must be able to attend required 6 weeks of training beginning on 5/22/2023

Posting Location(s):

• 1525 W WT Harris Blvd Charlotte, NC 28262

Job posting may come down early due to volume of applicants. This position is not Visa eligible. 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.