Lead Fraud & Claims Operations Representative

About this role:

Wells Fargo is seeking a...

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 in 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

Required Qualifications:

4+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Required Qualifications for Europe, Middle East & Africa only:

Experience in customer service support, or equivalent demonstrated through one or a combination of the following: work experience, training, education

Desired Qualifications:

The Lead Fraud & Claims Operations Representative is responsible for leading day-to-day fraud detection, claims processing, and operational support activities while ensuring compliance with regulatory and company policies. This role serves as a subject matter expert (SME), provides guidance to team members, drives operational excellence, manages escalations, and contributes to process improvements that enhance customer experience and minimize fraud losses.

Key Responsibilities

Operational Leadership

Lead and coordinate daily fraud and claims operations activities.

Act as the primary point of contact for complex cases, escalations, and operational issues.

Support workforce planning, queue management, and service level achievement.

Provide guidance, coaching, and mentoring to team members.

Fraud Investigation

Review and investigate suspected fraudulent transactions and activities.

Analyze fraud trends, patterns, and emerging risks.

Recommend appropriate actions to mitigate financial losses and prevent future fraud incidents.

Collaborate with internal and external stakeholders on fraud-related investigations.

Claims Management

Review, evaluate, and process customer claims in accordance with established policies and procedures.

Ensure accurate and timely claim resolutions while maintaining quality standards.

Handle complex claims and customer escalations.

Maintain complete and accurate case documentation.

Quality & Compliance

Ensure all fraud investigations and claims processes comply with regulatory requirements and company policies.

Monitor team performance and adherence to operational standards.

Conduct quality reviews and provide feedback to improve accuracy and productivity.

Support internal and external audits as required.

Process Improvement

Identify opportunities to improve operational efficiency, controls, and customer experience.

Participate in projects, system enhancements, and process improvement initiatives.

Develop and maintain operational procedures and best practices.

Utilize data and reporting to drive performance improvements and risk mitigation.

Stakeholder Management

Partner with Fraud Strategy, Risk, Compliance, Customer Service, and Operations teams.

Communicate effectively with management regarding operational risks, trends, and performance metrics.

Support training and onboarding activities for new team members.

Required Qualifications

Bachelor's degree or equivalent work experience.

4+ years of experience in fraud operations, claims processing, risk management, banking operations, or a related field.

Knowledge of Reg E requirements and dispute investigation processes.

Strong knowledge of fraud prevention, dispute resolution, and claims handling processes.

Experience handling escalated and complex customer situations.

Strong analytical and problem-solving skills.

Excellent verbal and written communication skills.

Proficiency in Microsoft Office applications, including Excel.

Preferred Qualifications

Experience serving as a team lead/SME.

Knowledge of Online Claims, card disputes, chargebacks, ACH fraud, identity theft, or financial crimes investigations.

Experience with fraud monitoring systems and case management tools.

Lean, Six Sigma, or process improvement experience.

Key Competencies

Leadership and coaching

Decision-making and judgment

Fraud risk assessment

Customer focus

Analytical thinking

Operational excellence

Attention to detail

Collaboration and stakeholder management

Adaptability and continuous improvement

Success Metrics

Fraud loss prevention and recovery rates

Claims resolution timeliness and accuracy

Quality and compliance scores

Customer satisfaction metrics

Productivity and service level adherence

Team engagement and performance improvement

Posting End Date:

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

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.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.