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About this role:

Wells Fargo is seeking a Fraud & Claims Operations Executive...

In this role, you will:

• Provide vision and set direction for execution and management of a risk based fraud and claims program across the enterprise with significant risk and complex regulatory environments in order to achieve long term strategic objectives that impact the organization and management across functions
• Collaborate with cross channel business leaders, as well as legal, audit, and multiple US or non US regulators to develop highly complex strategies and goals
• Provide thought leadership to develop and implement strategic solutions to highly complex and potentially enterprise wide business risks or challenges
• Lead a team of experienced business leaders and develop risk policies, procedures, and controls for fraud and claims business area in order to achieve business objectives
• Collaborate with and influence cross channel business leaders, external community members, including regulators or auditors, law enforcement, elected officials and trade groups

Required Qualifications, US:

• 8 years of fraud claim investigations or policy violations, risk management, or compliance experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4 years management experience

Desired Qualifications:

• Fraud operational management experience supporting large complex organization(s)
• Experience leading a fast paced, demanding, and deadline driven operational environment
• Ability to build an external customer / internal client driven environment
• 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
• Solid understanding of a broad cross-section of products and services to consumers and business in order to drive a customer centric approach
• 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 all levels of an organization and develop collaborative partnerships with other business and functional areas
• Strong risk management leadership, skills and experience as well as deep understanding of ever-evolving governance processes and regulatory environments including experience and exposure in working with internal and external regulators

Job Expectations:

• Travel as needed

Wells Fargo is seeking a Fraud & Claims Operations Executive to lead the Claims and Recovery team within the Consumer Operations line of business. This group is comprised of about 6,000 domestic and international employees that service our customers through fraud claims and recovery operational processes. This position will report to the head of Fraud and Claims Management.

In this role, you will:

• Provide vision and set direction for execution and management of a risk based fraud and claims program across the enterprise with significant risk and complex regulatory environments in order to achieve long term strategic objectives that impact the organization and management across functions
• Oversee the day-to-day operations of fraud detection and claims processing which includes, but is not limited to:

• Intake of customer claims (heavy call center work)
• Research and remediation of fraud and non-fraud claims resulting from debit card, credit card, online channels, check fraud, ACH, treasury management, eProducts and securities
• Exception and Control, which includes such things as loss processing, recovery payment processing, exception processing, claims abuse mitigation, in-branch adjustments, etc.
• Victim assistance (credit bureau, account takeover responses, liaise with mediation and sales, liaise with service conduct risk team, etc.)

• Lead a team of experienced business leaders and develop risk policies, procedures, and controls for fraud and claims business area in order to achieve business objectives
• Collaborate with cross channel business leaders, as well as legal, audit, and multiple US or non US regulators
• Provide thought leadership to develop strategic solutions to highly complex and potentially enterprise wide business risks or challenges
• Collaborate with and influence cross channel business leaders, external community members, including regulators or auditors, law enforcement, elected officials and trade groups
• Deliver balanced outcomes across customer experience and fraud mitigation
• Ensure a robust risk and control environment

Posting End Date:
25 Feb 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.