About This Role
Wells Fargo is seeking a Lead Fraud & Claims Operations Representative
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
- Expert knowledge of Reg E Advanced / Expert knowledge of VISA Operating Rules & Chargeback Guidelines
- University degree in Business or related discipline.
- Strong analytical skills.
- Strong Communication Skills
Job Expectations
- SME level knowledge of Signature fraud / Signature non-fraud / Dispute response
- Strong project management skills
- Excellent verbal, written, and interpersonal communication skills
- Ability to facilitate training or present information to an audience
- Ability to learn quickly and transfer knowledge
- Knowledge of lean and six sigma tools and techniques
- Experience of drafting Statement of Work and creating process maps and process flows
- Ability to facilitate new learnings to staff as information, systems, and processes change
- Ability to drive and lead organizational change in a dynamic environment
- Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
- Workforce management experience including directing activities of team members, performance management, career development, coaching, mentoring, and succession planning
- Advanced / Expert knowledge of Reg E Advanced / Expert knowledge of VISA Operating Rules & Chargeback Guidelines
Reference Number
R-526966
