Lead Fraud & Claims Operations Representative - 2

Lead Fraud & Claims Operations Representative

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.
• Overall experience of 5 years or more
• Experience of at least 2 years in Chargeback
• 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

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.

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.