About this role:
Wells Fargo is seeking a Fraud & Claims Operations Senior Manager in Consumer & Small Business Banking providing coverage for the Claims Assistance Center within CSBB Operations. Learn more about our career areas and lines of business at wellsfargojobs.com.
In this role, you will:
- Oversee call center activity for the Claims Assistance Center for multiple contact centers
- Manage and develop teams or managers to ensure proactive identification, prevention, detection, investigation and/or reporting of fraud and claims activity
- Engage and influence stakeholders and business leaders associated with fraud and claims activity
- Identify and recommend opportunities for improving the process of fraud and claims activity across the company
- Determine appropriate strategy and actions of fraud and claims team to meet business deliverables
- Interpret and develop procedures, controls, analytics, and trend data in order to ensure proactive identification, prevention, execution, detection, investigation, recovery, or either government or internal reporting of fraud and claims activity
- Collaborate with and influence supervisors, analysts, specialists, consultants and business partners
- Interact directly with cross channel business leaders
- Manage allocation of people and financial resources for Frauds and Claims Operations
- Develop and guide a culture of talent development to meet business objectives and strategy
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- 6+ years of Fraud Claim Investigations or Policy Violations, Fraud Mangement, Risk Management or Compliance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- 3+ years Management experience
- Fraud management or operations management experience
- Contact center management experience
- Strong leadership skills, including demonstrated success building effective teams, developing managers, and continually engaging team members
- Motivational skills and ability to optimize staff performance through staff selection, training, and motivation activities
- Experience working closely with other fraud managers and business partners
- The ability to conceptualize, develop and implement process improvements
- Excellent analytical and project management experience
- Demonstrated strong oral and written communication skills
- Ability to present complex material in a digestible, consumable manner to all levels of management
- Prior experience managing supervisory staff
- Ability to provide leadership to a virtual or remote team
- Knowledge and understanding of operations support area such as scheduling, staffing, planning, and administration
- Ability to travel up to 10% of the time
- Hybrid role, 3 days in the office, 2 remote
Posting End Date:
6 Nov 2024
*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, 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.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.