Fraud & Claims Operations Manager

Wells Fargo • Chandler, AZ

69d

About The Position

Wells Fargo is seeking a Fraud & Claims Operations Manager. You will lead a team of analysts responsible for reviewing and resolving customer complaints and escalations related to fraud and claims or reviewing/identifying and correcting errors identified from quality controls and quality assurance tests. You will play a key role in identifying trends, driving process improvements, and enhancing the customer experience through strategic partnerships and data-driven insights.

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 of experience in operations, fraud, claims, or complaint resolution
• 2+ years of leadership experience, including managing teams and driving performance
• Strong analytical skills with the ability to interpret data and identify actionable trends
• Experience communicating with and presenting to executive leaders
• Excellent communication and interpersonal skills, with the ability to influence and collaborate across teams
• Experience working in a regulated environment with a focus on risk mitigation and customer experience
• Experience in financial services or banking operations
• Familiarity with Wells Fargo systems, policies, and regulatory requirements
• Proven ability to lead cross-functional initiatives and drive continuous improvement

Responsibilities

• Manage and develop a team of analysts engaged in fraud and claims investigations
• Oversee the review of complex complaints and escalated cases, ensuring timely and accurate resolution aligned with regulatory and internal standards
• Identify and recommend opportunities for procedural enhancements, control implementation, and trend analysis to proactively detect, prevent, investigate, and recover fraud and claims activity
• Make informed decisions and resolve issues to meet business objectives and support customer trust
• Interpret and develop data and reports on emerging risks in the fraud environment to inform policy and procedural updates that improve efficiency and customer service
• Collaborate and consult with customers, vendors, and internal functional areas to resolve escalated issues and improve complaint handling processes
• Partner directly with fraud and claims leadership to develop and implement policies that support Wells Fargo's strategic goals
• Manage the allocation of people and financial resources to support operational needs and drive performance
• Mentor and guide the talent development of direct reports, and assist in hiring and onboarding new team members

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Credit Intermediation and Related Activities
• Number of Employees: 1,001-5,000 employees