Identity Theft Victim Assistance Leader

Wells Fargo & Company • Chandler, AZ

3d • Onsite

About The Position

Wells Fargo is seeking an Identity Theft Victim Assistance Leader within the Fraud and Claims Recovery organization. The department provides specialized services in support of victims of financial identity theft. This role will have responsibility for organizing and leading customer facing teams in execution of an enhanced victim support model. This is a great opportunity for a strategic leader with passion for delivering superior customer care in highly complex and challenging scenarios. There are significant opportunities to re-engineer existing and target state processes to deliver quick wins while propelling the organization toward a centralized high quality end to end victim support model.

Requirements

• 7+ 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 or leadership experience

Nice To Haves

• 8 + years of leadership experience
• Ability to identify risk factors and ensure enactment of appropriate controls
• Strategic planning experience in translating leadership vision into executable strategies and initiatives enterprise-wide
• Ability to manage process discovery, process modeling, and process improvement activities
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Workforce management experience including: directing activities of employees, performance management, career development, coaching, mentoring, and succession planning
• Experience building a culture rich in engagement and performance accountability
• Ability to maintain focus under pressure in a dynamic and complex environment
• Ability to establish and sustain partnerships and collaborate with functional business partners and stakeholders
• Strong analytical skills to drive operational effectiveness and cost containment
• Quality assurance/control experience

Responsibilities

• 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

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed