About this role:

Wells Fargo is seeking a Fraud & Claims Operations Associate Manager in the Claims Assistance Center (CAC) – Credit Card Phones, as part of Consumer & Small Business Banking. Learn more about the career areas and business divisions at wellsfargojobs.com.

In this role, you will:

• Supervise a team of specialists within a fraud and claims program for proactive fraud identification, prevention, and detection, as well as ensuring the recovery, execution, and handling of claims
• Identify opportunities for process improvement and risk control development in fraud and claims management to maximize efficiency and enhance customer service
• Make supervisory decisions and resolve issues related to work distribution under direction of fraud and claims management
• Leverage interpretation of internal processes and procedures to establish performance standards, evaluate performance, develop training materials, and ensure compliance with internal policies, risk controls, and government regulations
• 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, and to provide exceptional customer experience
• 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

Required Qualifications:

• 2+ years of Financial Services, Fraud, or Investigation experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ years Leadership experience

Desired Qualifications:

• Experience with coaching, training and/or mentoring, taking into account the needs and learning styles of a diverse team
• Current or prior experience managing a team
• Ability to manage a customer service call center team
• Ability to motivate staff to prioritize work, meet deadlines, achieve performance goals, provide feedback, and work under pressure in a dynamic and complex environment
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important to drive change in a dynamic environment
• Ability to organize and manage multiple priorities
• Excellent verbal, written, and interpersonal communication skills
• Exposure to Wells Fargo CIV, Prevent, and/or Claims 2.0
• Intermediate Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills
• Strong analytical skills with high attention to detail and accuracy
• Knowledge and understanding of online banking products, policies, and procedures
• Experience with Regulation Z

Job Expectations:

• Manager Schedule: 3:00pm-12:00am EST. Department’s hours of operation are Monday – Friday, 7:00 am – 12:00am EST. Hours may change based on business need
• Ability to work holidays as needed or scheduled
• This position is not eligible for VISA sponsorship

Position Location:

4101 Wiseman Blvd., San Antonio, TX 78251

Posting End Date:

*Job posting may come down early due to volume of applicants.

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 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.