Department Overview

Claims and Recovery aligns to Fraud and Claims Management (FCM) as a part of the broader Operations group. FCM focuses on delivering an exceptional customer experience with end-to-end fraud and claims management care.

About the Role

Wells Fargo is seeking a Fraud and Claims Operations Manager

We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow."

Manages, directly and through subordinates, operational activities for a large single functional unit or multiple sections. Directs nonexempt staff or a small entry-level exempt staff. Works independently on moderately complex issues and projects. Manages ongoing processing efforts and is accountable to manager for unit budget.

• Manage and develop a team of supervisors, analysts, specialists, or consultants, and engage management, vendors or related functional areas associated with fraud and claims investigations.
• Identify and recommend opportunities for implementation of procedures, controls, and trend data to ensure proactive identification, prevention execution, detection, investigation, recovery, and government or internal reporting of fraud and claims activity.
• Make decisions and resolve issues regarding fraud and claims to meet business objectives.
• 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.
• Collaborate and consult with customers, vendors, and other functional areas to resolve escalated issues.
• Interact directly with fraud and claims management to develop and implement functional area policies or procedures to support Wells Fargo's business goals
• Manage allocation of people and financial resources for Fraud and Claims Operations
• Mentor and guide talent development of direct reports and assist in hiring talent

• 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
• Overall experience of at least 10 to 12, with a minimum of 6 to 8 years' experience of People management in a voice process
• Thorough knowledge of Visa Operating Rules, Regulations change and other regulatory requirements such as Bank Secrecy Act, USA PATRIOT Act, FACTA, REG E
• Proactively provide feedback and present ideas for improving or implementing processes and tools within customer success group
• Global knowledge and good understanding of the Banking domain
• Ensure accuracy of data and deliverables of reporting employees with comprehensive policies and processes
• Experience working with and creating databases and dashboards using all relevant data to inform decisions.
• Develop and implement quality controls and departmental standards to ensure quality standards, organizational expectations, and regulatory requirements.
• Working knowledge of data mining principles: predictive analytics, mapping, collecting data from multiple data systems
• Experience and knowledge of statistical modeling techniques.
• Lead relationships with Global Business Partners of specified LoBs in US/ other regions and will be a key member of the global CSBB Operations management team.
• Manage senior internal stakeholders including support groups. People management/ leadership - 40-75 persons; Direct reports (of) Team Leads, quality specialists and Asst. managers.
• Ability to initiate and drive process excellence within the team.

• Exhibits strong relationship/ negotiation orientation.
• Exhibit good time management skills and works to meet or exceed all deadlines. Exhibits appropriate sense of urgency in managing responsibilities.
• Demonstrates ability to prioritize tasks and to understand the urgency of specific requirements.
• Demonstrates ability to effectively delegate duties.
• Demonstrates a high degree of reliability, integrity, and trustworthiness in all areas.
• Takes ownership for responsibilities and for management of risk exposure.
• Have strong time-management skills and possess the ability to manage multiple projects at a time.
• Exhibits good planning and implementation skills.
• Takes ownership for responsibilities and for management of risk exposure.
• Recognizes and respects the strengths of others in the organization.
• Demonstrates ability to train new or existing staff on newly assigned duties.
• Demonstrates ability to effectively lead and engage team members.
• Motivates self and inspires others into positive actions.
• Exhibit's ability to manage difficult situations and to provide resolution according to the situation.