Lead Fraud and Claims Operations Representative

Wells Fargo & Company•Charlotte, NC

4d•Onsite

About The Position

Wells Fargo is seeking a Lead Fraud & Claims Operations Representative in First Party Fraud, supporting Consumer and Small Business Banking Operations. The role researches and investigates complex account activity, fraud and claims transactions, policy violations, and consumer identification concerns within a contact center. The representative identifies fraud trends, patterns, and anomalies across consumer and small business banking accounts, using multiple resources and systems to make 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 the listed Charlotte, North Carolina location and requires working at that location. The schedule is one of the specified Sunday–Thursday or Tuesday–Saturday shifts, either 8:00 a.m.–5:00 p.m. ET or 2:00–10:30 p.m. ET. Relocation assistance is unavailable, and the position is not eligible for visa sponsorship. The posting is scheduled to end November 12, 2026, but may be removed earlier due to applicant volume.

Requirements

At least 4 years of customer service support experience, or equivalent experience demonstrated through work experience, training, military experience, or education.
Ability to work at the location listed in the posting.
Ability to work one of the listed schedules: Sunday–Thursday or Tuesday–Saturday, 8:00 a.m.–5:00 p.m. ET or 2:00–10:30 p.m. ET.

Nice To Haves

At least 2 years of experience investigating fraud, claims, or complex account activity in a financial services environment.
At least 2 years of experience researching first-party fraud, suspicious transactions, policy violations, or consumer identification concerns.
Experience identifying fraud trends, patterns, anomalies, and high-risk account activity to mitigate or prevent financial loss.
Experience researching complex transactions across multiple channels, products, systems, or accounts.
Leadership experience 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 team performance and overall effectiveness, as well as cross-group operational tasks.
Provide feedback and ideas to improve or implement processes and tools that enable efficient fraud and claims operations.
Perform or guide others in researching complex account activity and claims, including high-risk and high-dollar transactions involving multiple transaction channels and products.
Independently prioritize work and provide day-to-day 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 handling complex situations involving fraud and claims.
Identify fraud trends, patterns, and anomalies across consumer and small business banking accounts and make independent decisions to mitigate and recover losses.