Lead Fraud & Claims Operations Representative

Wells Fargo & Company • Des Moines, IA

1d • Hybrid

About The Position

About this role: Wells Fargo is seeking a Senior Fraud & Claims Operations Representative in Retail Services providing coverage for Prevention, Claims, and Credit Bureau Fraud Reviews. Learn more about our career areas and lines of business at wellsfargojobs.com. In this role, you will: Support performance and overall effectiveness of team as well as cross-group operational tasks Proactively provide feedback and present ideas for improving or implementing processes and tools with efficient flow of fraud and claims operations Perform or guide others on complex account activity and claims that can include high risk and high dollar transactions requiring research that involves multiple transaction channels and products Independently prioritize work and provide day-to-day work leadership and mentorship for fraud and claims team Contribute to resolving control deficiencies in bank processes, procedures, customer, or team decisions that require coordination among cross-functional teams Provide guidance and subject matter expertise to less experienced staff in complex situations on wide range of information related to fraud and claims Help resolve control deficiencies related to bank processes, procedures, customer decisions, and operational issues across teams.

Requirements

• 2+ years of customer service, financial services, fraud, or investigations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Nice To Haves

• 2+ years of experience with Fraud & Claims operations; familiarity with systems such as First Track and Prevent.
• 2+ years of experience with Credit Card Non‑Fraud processes.
• 2+ years of experience using Wells Fargo DASH (Dispute Automation Systems Handler)
• 2+ years of experience with FDR (First Data Resources) or similar platforms.
• 2+ years of experience working independently with limited supervision.
• 2+ years of experience demonstrating strong self‑motivation and initiative.
• 2+ years of experience in call center or phone‑based customer interaction roles.
• 2+ years of experience using MS Excel and Outlook.
• 2+ years of experience multitasking and navigating multiple computer systems/applications.
• 2+ years of experience using effective problem‑solving and decision‑making skills.
• Bilingual in Spanish preferred but not required

Responsibilities

• Support performance and overall effectiveness of team as well as cross-group operational tasks
• Proactively provide feedback and present ideas for improving or implementing processes and tools with efficient flow of fraud and claims operations
• Perform or guide others on complex account activity and claims that can include high risk and high dollar transactions requiring research that involves multiple transaction channels and products
• Independently prioritize work and provide day-to-day work leadership and mentorship for fraud and claims team
• Contribute to resolving control deficiencies in bank processes, procedures, customer, or team decisions that require coordination among cross-functional teams
• Provide guidance and subject matter expertise to less experienced staff in complex situations on wide range of information related to fraud and claims
• Help resolve control deficiencies related to bank processes, procedures, customer decisions, and operational issues across teams.

What This Job Offers

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