At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About this role:

Wells Fargo is seeking a Fraud & Claims Operations Associate Manager for Credit Card Nonfraud Claims as part of Consumer & Small Business Banking Operations. Learn more about the career areas and lines of business at wellsfargojobs.com.

In this role, you will:

• Supervise a team of contact center specialists within a fraud and claims program for proactive fraud identification, prevention, and detection, as well as ensuring the recovery, execution, and handling of claims
• Identify opportunities for process improvement and risk control development in fraud and claims management to maximize efficiency and enhance customer service
• Make supervisory decisions and resolve issues related to work distribution under direction of fraud and claims management
• Leverage interpretation of internal processes and procedures to establish performance standards, evaluate performance, develop training materials, and ensure compliance with internal policies, risk controls, and government regulations
• 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, and to provide exceptional customer experience
• 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

Required Qualifications:

• 2 years of Financial Services, Fraud, or Investigation experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1 years Leadership experience

Desired qualifications:

• 1 years of supervisory or management experience
• Contact center management experience
• Credit card claims experience
• Financial services industry experience
• Excellent verbal, written, and interpersonal communication skills
• Experience leading, training, and providing feedback to staff
• Experience motivating staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
• Outstanding problem solving and decision-making skills
• Strong organizational, multi-tasking, and prioritizing skills 
• Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
• Intermediate Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills
• Ability to troubleshoot computer software problems
• Experience with workforce management platforms such as CC Pulse or Real Time Adherence
• Experience with the following applications: First Data Resources (FDR), Wells Fargo DASH (Dispute Automation Systems Handler), and Tableau

Job Expectations:

• Hybrid remote work schedule: Monday - Friday
• Hours: 2:00 pm to 11:00 pm CST
• Willingness to work additional hours as needed
• Shift differential may be available based on policy

Location:

• 4101 Wiseman Blvd, Bldg 106, San Antonio, TX 87251
• Candidate must live within commutable distance of the location on the posting

Posting End Date: 

*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.