Lead Fraud and Claims Operations Representative

Wells Fargo Bank•Charlotte, NC

2d•Onsite

About The Position

Wells Fargo is seeking a Lead Fraud & Claims Operations Representative in First Party Fraud, providing coverage for Consumer and Small Business Banking Operations. The role supports first-party fraud operations by researching and investigating complex account activity, fraud and claims transactions, policy violations, and consumer identification concerns within the contact center. The Lead Representative identifies fraud trends, patterns, and anomalies across consumer and small business banking accounts. Using multiple resources and systems, the representative makes independent decisions intended to mitigate and recover losses. The role also provides day-to-day work leadership, guidance, and subject matter expertise to team members while supporting process improvements, risk mitigation, and resolution of complex fraud and claims matters. The position is based at 1525 W W T Harris Blvd, Charlotte, North Carolina. The schedule is one of the listed Sunday–Thursday or Tuesday–Saturday schedules, either 8:00 a.m.–5:00 p.m. ET or 2:00–10:30 p.m. ET. The role must be performed at the listed location. Relocation assistance and visa sponsorship are not available.

Requirements

4+ years of customer service support experience, or equivalent demonstrated through work experience, training, military experience, or education.
Ability to work at the location listed in the posting.

Nice To Haves

2+ years of experience investigating fraud, claims, or complex account activity in a financial services environment.
2+ years of experience researching first-party fraud, suspicious transactions, policy violations, or consumer identification concerns.
Demonstrated ability to identify fraud trends, patterns, anomalies, and high-risk account activity to mitigate or prevent financial loss.
Demonstrated experience researching complex transactions across multiple channels, products, systems, or accounts.
Leadership experience, including coaching, training, mentoring, or providing day-to-day work guidance.
Experience serving as a subject matter expert and guiding others through complex fraud or claims situations.
Strong analytical, research, and problem-solving skills, with high attention to detail and accuracy.
Ability to make timely, independent judgment decisions in a fast-paced, results-driven environment.
Experience identifying process, procedure, or control gaps and contributing to process improvements.
Strong organizational, multitasking, and prioritization skills.
Excellent verbal, written, and interpersonal communication skills.

Responsibilities

Support the performance and overall effectiveness of the team and cross-group operational tasks.
Provide feedback and present ideas for improving or implementing processes and tools to support efficient fraud and claims operations.
Perform or guide others in handling complex account activity and claims, including high-risk and high-dollar transactions requiring research across multiple transaction channels and products.
Independently prioritize work and provide day-to-day work leadership and mentorship to the fraud and claims team.
Help resolve control deficiencies in bank processes, procedures, customer decisions, or team decisions, coordinating with cross-functional teams as needed.
Provide guidance and subject matter expertise to less experienced staff in complex situations involving fraud and claims.