Feb 21, 2020
Job Description About Wells Fargo Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo's vision is to satisfy our customers' financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment, and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com), and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the U.S. Wells Fargo & Company was ranked No. 29 on Fortune's 2019 rankings of America's largest corporations. News, insights, and perspectives from Wells Fargo are also available at: Wells Fargo Stories. Fraud and Claims Management The Fraud and Claims Management (FCM) team partners with product, channel, risk and technology teams to develop and provide secure, reliable, scalable and customer friendly prevention, investigation and claims services that protect customers and Wells Fargo from fraud losses. The team reviews account activity and high-risk transactions to prevent victim and perpetrator fraud, processes check fraud and Automated Clearing House (ACH) claims, investigates and resolves customer disputes (fraud and non-fraud) on all transaction types and manages all Wells Fargo identity theft cases. The Role The Detection Operations - Fraud & Claims Ops Area Manager is responsible for ensuring execution and ongoing management of a mid-size risk-based financial crimes program across the enterprise or a risk-based financial crimes program across large to midsize business(es) with considerable related risk. Responsible for ensuring execution and ongoing management of a risk-based fraud and claims program across the enterprise or major businesses with significant related risk. Manages the development and implementation of procedures, controls, analytics and trend analysis to ensure proactive identification, prevention execution, detection, investigation, recovery or government/internal reporting of fraud and claims activity. Partners with senior business leaders to identify, formulate and implement risk policies, procedures and controls for the respective business or enterprise function. Ensures compliance with internal policies, risk controls, and regulatory requirements including, but not limited to FCRA, UDAAP, Regulations E, CC, D, and Z. Maintains an awareness of fraud and claims activity across the enterprise, leads efforts to ensure all issues are proactively addressed, and is viewed as a subject matter expert. Manages relationships and builds collaborative partnerships with other cross-channel business leaders, legal, audit and multiple US and/or non-US regulators. May lead initiatives that cross multiple lines of business in scope with significant impact/risk. May serve as a liaison between FCM and internal and industry business partners including senior regulators/auditors and law enforcement. May be responsible for fraud risk assessments, impact assessments, or control design. In support of Detection Operations and related integrated control Framework (Prevent, Detect, Recover), Detection Operations is seeking a Fraud and Claims Area Manager 1 to lead a team of approximately 350-400 team members, working in a Detection and Servicing center, who will assist customers who have experienced or potentially the victim of fraudulent or unknown account activity on their accounts. Specifically this leader will be responsible for: Prevention Contact Center services - internal and external customers with inquiries related to Fraud Loss Mitigation risk actions (heavy call center work) Supports Fraud Loss Mitigation with outbound customer contact attempts Transaction Fraud Support services- internal customers when suspicions of fraud are identified Line of Business Referral Reviews- referrals within the Enterprise when suspected account activity or banking behavior has the potential to be fraudulent or result in a loss New Account Originations- review new accounts opened that return risk concerns through third party vendor records Building high performing teams focused on driving business results through leadership effectiveness and team member engagement. Contributing to broad Operations strategies with a One Wells Fargo lens. Initiating action, managing change, and building bridges to gain consensus. Utilizing strong transformational leadership, relationship management, influencing, vision, and execution skills. Understanding and operating successfully in a complex, heavily matrixed corporate environment. The Candidate The successful candidate for this role will demonstrate effectiveness in building high performing teams focused on driving business results through leadership effectiveness and team member engagement. The leader will contribute to broad Operations strategies with a One Wells Fargo lens by living the vision and values of Wells Fargo. This collaborative leader must be capable of initiating action and managing change and will be skilled at building bridges to gain consensus. It requires a leader with strong transformational leadership, relationship management, influencing, vision and execution skills. A key differentiator will be the ability to understand and operate successfully in a complex, heavily matrixed corporate environment. The role requires a sense of urgency, passion for results, and personal accountability for achievement while making difficult decisions based on a mixture of analysis, experience, and judgement. Required Qualifications 5+ years of management experience 10+ years of experience in one or a combination of the following: fraud, investigations of fraud claim transactions or policy violations, risk management, or compliance Other Desired Qualifications Financial Industry Experience Demonstrated Call Center management experience supporting large complex organization(s) Detection Operations experience preferred Knowledge and understanding of fraud risk and mitigation, strategies to reduce or mitigate loss and fraud exposure Knowledge of Detections Operations resulting from debit card, online channels, checks, ACH, and eProducts Management Experience Workforce management experience including: directing activities of team members, performance management, career development, coaching, mentoring, and succession planning Experience maintaining employee performance improvement using constructive coaching Experience handling complex employee relations issues consistent with company protocol Demonstrated ability to lead teams with a high level of team member engagement Strong conflict resolution skills Proven success attracting, leading, and engaging a diverse team with different levels of experience across multiple geographies and creating a culture of service and efficiency Ability to interact with integrity and a high level of professionalism with all levels of team members and management Experience leading a fast paced, demanding, and deadline driven operational environment Customer Focus Ability to build an external customer / internal client driven environment Ability to successfully handle customer escalations Solid understanding of a broad cross-section of products and services to consumers and business in order to drive a customer centric approach Business and Risk Management Experience Experience creating and executing competitive and innovative operational business strategies, processes, and policies, along with the proven ability to drive execution / translate strategies into specific goals, tactics, action plans, and deliverables Strong risk management leadership, skills, and experience Deep understanding of ever-evolving governance processes and regulatory environments including experience and exposure in working with internal and external regulators Location: Charlotte, NC; Portland, OR; Tempe, AZ; Atlanta, GA; other Wells Fargo hub locations may be considered. Disclaimer All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act. Relevant military experience is considered for veterans and transitioning service men and women. Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
Atlanta, GA, USA