Lead Fraud & Claims Operations Representative

Overview

Lead complex fraud and claims operations work at Wells Fargo, researching and resolving elevated-risk cases and coordinating fraud and claims activities across teams.

What you'll do

• Lead complex account and claim reviews involving elevated risk, significant loss exposure, multiple channels, or multiple products
• Coordinate and facilitate fraud and claims activities across teams, including work prioritization, coaching, and issue resolution
• Work autonomously to prioritize complex operational activities and provide day-to-day guidance to fraud and claims colleagues
• Lead or contribute to process and control improvements that enhance operational effectiveness, customer outcomes, and risk mitigation
• Analyze and resolve complex operational and control issues, coordinating with partners as needed
• Provide specialized expertise and guidance to colleagues and functional partners on complex fraud and claims matters

What you'll need

• 4+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Experience in fraud detection and investigation, including identifying fraud patterns, anomalies, and risk indicators
• Experience with credit card fraud, identity theft, hard holds, and fraud and claims operations
• Experience prioritizing cases, analyzing information, and documenting clear, supportable decisions
• Strong critical thinking and problem-solving skills with the ability to research and resolve complex fraud or claims cases
• Knowledge of fraud risk, operational controls, and customer service practices within financial services
• Ability to handle lead-level responsibilities, including work coordination, providing guidance, coaching, and supporting issue resolution
• Strong communication and stakeholder management skills, with experience collaborating across functional teams

Nice to have

• Experience applying critical thinking and problem solving to fraud, claims, or investigative work
• Ability to research information and analyze data to identify patterns, anomalies, and risk indicators
• Experience prioritizing cases and documenting clear, supportable decisions
• Knowledge of customer service delivery and customer needs in sensitive situations
• Knowledge of fraud risk awareness and controls within financial services operations
• Ability to use Microsoft applications and multiple case management or transaction systems
• Experience building effective working relationships across functional teams