Fraud & Claims Operations Manager

Wells Fargo•Chandler, AZ

1d•Hybrid

About The Position

Wells Fargo is seeking a Fraud & Claims Operations Manager in the Claims Assistance Center Claims team. In this role, you will manage and develop a team of supervisors, analysts, Assist Associates, or consultants, and engage management, vendors or related functional areas associated with fraud and claims investigations. You will identify and recommend opportunities for implementation of procedures, controls, and trend data to ensure proactive identification, prevention execution, detection, investigation, recovery, and government or internal reporting of fraud and claims activity for both frontline and Assist employees. You will make decisions and resolve issues regarding fraud and claims to meet business objectives, and interpret and develop data and reports on emerging risk in the fraud environment to implement functional area policies or procedures which will maximize efficiency and enhance customer service for frontline and Assist employees. You will collaborate and consult with customers, vendors, and other functional areas to resolve escalated issues and interact directly with fraud and claims management to develop and implement functional area policies or procedures to support Wells Fargo's business goals. You will manage allocation of people and financial resources for Fraud and Claims Operations and mentor and guide talent development of direct reports and assist in hiring talent.

Requirements

4+ 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
2+ years Leadership experience

Nice To Haves

4+ years direct management experience
Contact center management experience
Prior experience managing supervisory staff
Strong leadership skills, including demonstrated success building effective teams, developing managers, and continually engaging team members
Motivational skills and ability to optimize staff performance through staff selection, training, and motivation activities
Experience working closely with other fraud managers and business partners
The ability to conceptualize, develop and implement process improvements
Excellent analytical and project management experience
Demonstrated strong oral and written communication skills
Ability to present complex material in a digestible, consumable manner to all levels of management
Ability to provide leadership to a virtual or remote team
Knowledge and understanding of operations support area such as scheduling, staffing, planning, and administration

Responsibilities

Manage and develop a team of supervisors, analysts, Assist Associates, or consultants
Engage management, vendors or related functional areas associated with fraud and claims investigations
Identify and recommend opportunities for implementation of procedures, controls, and trend data to ensure proactive identification, prevention execution, detection, investigation, recovery, and government or internal reporting of fraud and claims activity for both frontline and Assist employees
Make decisions and resolve issues regarding fraud and claims to meet business objectives
Interpret and develop data and reports on emerging risk in the fraud environment to implement functional area policies or procedures which will maximize efficiency and enhance customer service for frontline and Assist employees
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 to support Wells Fargo's business goals
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