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Fraud & Claims Operations Senior Manager
Company: WELLS FARGO BANK
Location: Tempe, AZ
Employment Type: Full Time
Date Posted: 05/25/2022
Expire Date: 07/03/2022
Job Categories: Computers, Software, Finance/Economics, Financial Services, Government and Policy, Human Resources, Information Technology, Military, Executive Management, Research & Development
Job Description
Fraud & Claims Operations Senior Manager

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo.

It all begins with outstanding talent. It all begins with you.

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application.

About this role:

Wells Fargo is seeking a Fraud & Claims Operations Senior Manager to join the Fraud & Claims Management department.


In this role, you will:

  • Manage and develop teams of individual contributors or managers to ensure proactive identification, prevention, detection, investigation, or reporting of fraud and claims activity
  • Engage and influence stakeholders or 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 or 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


Required Qualifications, US:

  • 6+ 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
  • 3+ years Management experience


Desired Qualifications:

  • Demonstrated management experience supporting large complex organization(s)
  • Detection Operations experience preferred
  • Knowledge and understanding of fraud risk and mitigation, strategies to reduce or mitigate loss and fraud exposure
  • Knowledge of Detection Operations resulting from checks, ACH, and eProducts

Management Experience

  • Workforce management experience including directing activities of team members, performance management, career development, coaching, mentoring, and succession planning
  • Experience maintaining employee performance improvement using constructive coaching
  • Experience handling complex employee relations issues consistent with company protocol
  • Demonstrated ability to lead teams with a high level of team member engagement
  • Strong conflict resolution skills
  • Proven success attracting, leading, and engaging a diverse team with different levels of experience across multiple geographies and creating a culture of service and efficiency
  • Ability to interact with integrity and a high level of professionalism with all levels of employees and management
  • Experience leading a fast paced, demanding, and deadline driven operational environment

Customer Focus

  • Ability to build an external customer / internal client driven environment
  • Ability to successfully handle customer escalations
  • Solid understanding of a broad cross-section of products and services to consumers and business in order to drive customer centric approach

Business and Risk Management Experience

  • Experience creating and executing competitive and innovative operational business strategies, processes, and policies, along with the proven ability to drive execution/translate strategies into specific goals, tactics, action plans, and deliverables

Job Expectations

  • Ability to work nights, weekends, and/or holidays as needed or scheduled

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, or status as a protected veteran.

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.

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