Fraud and Claims Operations Manager
1 month ago
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $2.0 trillion in assets. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,500 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy. With approximately 273,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 25 on Fortune's 2017 rankings of America's largest corporations. Wells Fargo's vision is to satisfy our customers' financial needs and help them succeed financially. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories
About Wells Fargo India
Wells Fargo India enables global talent capabilities for Wells Fargo Bank NA., by supporting business lines and staff functions across Technology, Operations, Risk, Audit, Process Excellence, Automation and Product, Analytics and Modeling. We are operating in Hyderabad, Bengaluru and Chennai locations.
Department Overview
Claims and Recovery aligns to Fraud and Claims Management (FCM) as a part of the broader Operations group. FCM focuses on delivering an exceptional customer experience with end-to-end fraud and claims management care.
About the Role
Wells Fargo is seeking a Fraud and Claims Operations Manager
We believe in the power of working together because great ideas can come from anyone. Through collaboration, any employee can have an impact and make a difference for the entire company. Explore opportunities with us for a career in a supportive environment where you can learn and grow."
Manages, directly and through subordinates, operational activities for a large single functional unit or multiple sections. Directs nonexempt staff or a small entry-level exempt staff. Works independently on moderately complex issues and projects. Manages ongoing processing efforts and is accountable to manager for unit budget
The Manager will be responsible for workflow management, production monitoring, quality, chargeback effectiveness and process improvement efforts. Works with Financial Crimes Management to implement department policies/procedures to maximize efficiency, enhance the customer experience and ensure compliance with government regulatory requirements; including Regulation E, VISA Rules and Regulations, the Bank Secrecy Act, USA PATRIOT Act and FACTA. May also participate in department projects. Assists in establishing performance standards, evaluates performance, and trains/coaches Team Members. Coordinates new-hire training and staff up-training as needed. Work is typically accomplished through the team of Financial Crimes Specialists; although some higher-risk, more complex cases may require hands-on involvement from the Manager..
In this role, you will:
- Manage and develop a team of supervisors, analysts, specialists, or consultants, and engage management, vendors or related functional areas associated with fraud and claims investigations
- Identify and recommend opportunities for implementation of procedures, controls, and trend data to ensure proactive identification, prevention execution, detection, investigation, recovery, and government or internal reporting of fraud and claims activity
- Make decisions and resolve issues regarding fraud and claims to meet business objectives
- Interpret and develop data and reports on emerging risk in the fraud environment to implement functional area policies or procedures which will maximize efficiency and enhance customer service
- Collaborate and consult with customers, vendors, and other functional areas to resolve escalated issues
- Interact directly with fraud and claims management to develop and implement functional area policies or procedures to support Wells Fargo's business goals
- Manage allocation of people and financial resources for Fraud and Claims Operations
- Mentor and guide talent development of direct reports and assist in hiring talent
- 4+ 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
- 2+ years Leadership experience
- Overall experience of at least 10 to 12, with a minimum of 6 to 8 years' experience of People management in a voice process
- Thorough knowledge of Visa Operating Rules, Regulations change and other regulatory requirements such as Bank Secrecy Act, USA PATRIOT Act, FACTA, REG E
- Proactively provide feedback and present ideas for improving or implementing processes and tools within customer success group
- Global knowledge and good understanding of the Banking domain
- Ensure accuracy of data and deliverables of reporting employees with comprehensive policies and processes
- Experience working with and creating databases and dashboards using all relevant data to inform decisions.
- Develop and implement quality controls and departmental standards to ensure quality standards, organizational expectations, and regulatory requirements.
- Working knowledge of data mining principles: predictive analytics, mapping, collecting data from multiple data systems
- Experience and knowledge of statistical modeling techniques
- Lead relationships with Global Business Partners of specified LoBs in US/ other regions and will be a key member of the global CSBB Operations management team
- Manage senior internal stakeholders including support groups. People management/ leadership - 40-75 persons; Direct reports (of) Team Leads, quality specialists and Asst. managers
- Ability to initiate and drive process excellence within the team
- Exhibits strong relationship/ negotiation orientation
- Exhibit good time management skills and works to meet or exceed all deadlines. Exhibits appropriate sense of urgency in managing responsibilities
- Demonstrates ability to prioritize tasks and to understand the urgency of specific requirements
- Demonstrates ability to effectively delegate duties
- Demonstrates a high degree of reliability, integrity, and trustworthiness in all areas
- Takes ownership for responsibilities and for management of risk exposure
- Have strong time-management skills and possess the ability to manage multiple projects at a time.
- Exhibits good planning and implementation skills
- Takes ownership for responsibilities and for management of risk exposure
- Recognizes and respects the strengths of others in the organization
- Demonstrates ability to train new or existing staff on newly assigned duties
- Demonstrates ability to effectively lead and engage team members
- Motivates self and inspires others into positive actions
- Exhibits ability to manage difficult situations and to provide resolution according to the situation
4 Jun 2024
*Job posting may come down early due to volume of applicants.
We Value Diversity
At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.
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 US: 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.
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.
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