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Wells Fargo
Chandler, Arizona, United States
13 hours ago

Description

About this role:

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as "Personal Cell" or "Cellular" in the contact information of your application.

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.

Wells Fargo is seeking a Fraud and Claims Operations Associate Manager in Consumer & Small Business Banking providing coverage for Branch Banking, Chief Customer Office, CSBB Control, CSBB Diverse Customer Segments, CSBB Operations, CSBB Strategy & Transformation, Consumer Marketing, Deposit Products Group, and Small Business. Learn more about our career areas and lines of business at wellsfargojobs.com .

In this role, you will:

The Fraud & Claims Operations Associate Manager is responsible for supervising a team of Senior Fraud & Claims Operation Specialists who are responsible for dispute validation and resolution for Wells Fargo customers who have been victims of unauthorized activity through Automated Clearing House transactions, and in-branch transactions using a debit card.
  • Supervise a team of 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
  • Actively motivating and engaging team members to achieve department goals in a fast-paced production oriented environment
  • Manages talent and development through monthly one-on-one's, creating development plans, providing on-the-spot coaching, writing performance evaluations, and creating an inclusive and supportive team environment
  • Resolves escalated issues; communicates with customers, vendors, other departments and management
  • Responsible for leading a claims team, driving ongoing production, working with other members of ACH management to identify opportunities to create process improvements and improve the customer experience
  • Works with ACH management, ops risk and legal to implement department policies/procedures to maximize efficiency and customer service and ensure compliance with government regulations.
  • Ensures compliance with regulatory requirements such as Regulation E, Bank Secrecy Act, USA PATRIOT Act, FCRA, UAR, EFA etc.
  • Communicates company and department policy, procedure, and practices to team members and customers
  • Will participate in department projects, collaborate, and develop partnerships with other internal bank partners
  • Assists in establishing performance standards, evaluates performance, and trains/coaches staff
  • May develop or assist in developing training materials
  • 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:
  • 2+ year of leadership, supervisory, or management experience
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
  • Ability to lead, train, and provide feedback to staff and corresponding managers
  • Strong analytical skills with high attention to detail and accuracy
  • Experience resolving and working through escalated and complex customer issues
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Knowledge and understanding of fraud review or loss prevention
  • Excellent verbal, written, and interpersonal communication skills
  • Ability to research and report on a variety of issues using problem solving skills
  • Ability to interact with all levels of an organization
  • Strong organizational, multi-tasking, and prioritizing skills
  • Knowledge and understanding of regulatory compliance requirements surrounding Regulation E
  • Working knowledge of bank systems including CLAIMS, DAT, eTran, Hogan, Store Vision Platform (SVP), Image Browser (OIB), CCM, CIV, DIPR, MARS, Wisdom
Job Expectations:
  • The ACH & eProduct Claims teams have various shifts working between the following hours of operations: 6:00am - 5:30pm Monday through and Friday, and 6:00am - 2:30pm on Saturdays for overtime when needed.

    The scheduled hours for this position will be the closing shift from 9:00am-5:30pm Monday through Friday, with the need to cover some Saturday shifts. Team member will be required to have flexibility in changing shifts as needed to support his/her peer managers or work directors.

    If needed, team member may be required to attend an initial 5 week classroom training taking place between the hours of 8:00 AM to 4:30 PM, Monday - Friday. After the training period, team member will start regular shift hours listed above.

    The selected candidate must be flexible to work additional weekend and evening hours as needed.
  • This position will be located at 2850 S Price Rd Chandler, AZ and will work on site as well as remotely on a weekly rotation during current operating model. This position will follow Return to Office plans as needed.
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, or status as a protected veteran.

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.

Job Information

  • Job ID: 64165990
  • Location:
    Chandler, Arizona, United States
  • Position Title: Fraud & Claims Operations Associate Manager
  • Company Name For Job: Wells Fargo
  • Job Function: Other
  • Job Type: Full-Time

About Wells Fargo Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $1.9 trillion in assets and proudly serves one in three U.S. households and more than 10% of all middle market companies and small businesses in the U.S. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banki...

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