Lead Fraud & Claims Operations Representative

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About this role:

Wells Fargo is seeking a Lead Fraud & Claims Operations Representative to be part of our Detection Operations group.

This role is responsible for providing day-to-day leadership, subject matter expertise, and operational support within Detection and Transaction Fraud Risk (DTFR) functions. The role requires strong expertise in US banking regulations, fraud detection, investigations, AML/KYC compliance, and team coaching, ensuring high-quality decisioning and operational excellence.

Key Responsibilities

Operational Leadership & Team Support

Provide day-to-day work leadership, guidance, and mentorship to DTFR analysts handling fraud alerts, claims, and investigations
Support overall team performance, productivity, and quality outcomes across fraud detection and claims operations
Act as a point of contact for escalations and assist team members in resolving complex or high-risk cases

Fraud Detection & Investigations

Oversee and handle complex fraud alerts and investigations involving high-risk and high-value transactions across:
- Debit and Credit Cards
- Check Fraud
- Online/Digital Banking transactions
Perform and guide end-to-end investigations, including transaction analysis, customer profile reviews, and fraud pattern identification
Ensure appropriate alerts handling, escalation, and decisioning in line with risk appetite

KYC/AML & Regulatory Compliance

Ensure adherence to US banking regulations (e.g., Regulation E, AML, KYC guidelines)
Support customer due diligence (CDD/EDD) and ensure compliance with internal risk policies
Identify and escalate suspicious activity trends and potential regulatory risks

Process Improvement & Risk Control

Proactively identify control gaps, process inefficiencies, and emerging fraud trends
Recommend and support implementation of process improvements, tools, and automation
Contribute to remediation of control deficiencies in processes, systems, and decision frameworks

Stakeholder Collaboration & Reporting

Collaborate with cross-functional teams including Risk, Compliance, Operations, and Product teams
Support preparation and delivery of fraud reporting, insights, and MIS for management review
Provide inputs to strengthen fraud strategies and detection capabilities

Training, Coaching & Knowledge Sharing

Deliver ongoing coaching, training, and knowledge-sharing sessions to team members
Act as a Subject Matter Expert (SME) for fraud lifecycle, investigation techniques, and regulatory compliance
Support onboarding and development of new hires

Key Skills & Competencies

Fraud Detection, Alerts Management & Escalations
Fraud Investigations & Case Handling
KYC/AML Compliance & US Regulations (Reg E, BSA/AML)
Customer Profile Reviews & Risk Assessment
Check, Card & Digital Fraud Expertise
Strong Analytical & Decision-Making Skills
Reporting, MIS & Data Interpretation
Training, Coaching & Team Leadership
Process Improvement & Risk Control Awareness
Excellent Communication & Stakeholder Management

Job Requirements

Strong knowledge of Detection and Fraud & Claims Operations processes
In-depth understanding of fraud lifecycle across:
- Debit Cards
- Credit Cards
- Check Fraud
- Online/Digital Fraud
Working knowledge of US banking regulations, including Regulation E, AML/KYC requirements
Proven ability to handle complex investigations and high-value fraud cases
Excellent verbal and written communication skills, with the ability to explain complex scenarios clearly
Demonstrated experience in training, coaching, and mentoring team members
Ability to prioritize tasks and manage workload independently in a fast-paced environment
Flexibility to work night shifts, rotational schedules, weekends, and holidays
Willingness to work extended hours as per business requirements

Required Qualifications:

3+ 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:

Good experience in fraud checks and investigations
Good in excel reporting

Job Level:

S4

Benefits:

Posting End Date:

23 Jun 2025

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We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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.

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.

Posting End Date:

25 May 2026

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. 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.

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 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.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our 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.