Lead Fraud & Claims Operations Representative
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About this role:
Wells Fargo is seeking a Lead Fraud & Claims Operations Representative to be part of our Detection Operations group.
This role is responsible for providing day-to-day leadership, subject matter expertise, and operational support within Detection and Transaction Fraud Risk (DTFR) functions. The role requires strong expertise in US banking regulations, fraud detection, investigations, AML/KYC compliance, and team coaching, ensuring high-quality decisioning and operational excellence.
Key Responsibilities
Operational Leadership & Team Support
- Provide day-to-day work leadership, guidance, and mentorship to DTFR analysts handling fraud alerts, claims, and investigations
- Support overall team performance, productivity, and quality outcomes across fraud detection and claims operations
- Act as a point of contact for escalations and assist team members in resolving complex or high-risk cases
Fraud Detection & Investigations
- Oversee and handle complex fraud alerts and investigations involving high-risk and high-value transactions across:
- Debit and Credit Cards
- Check Fraud
- Online/Digital Banking transactions
- Perform and guide end-to-end investigations, including transaction analysis, customer profile reviews, and fraud pattern identification
- Ensure appropriate alerts handling, escalation, and decisioning in line with risk appetite
KYC/AML & Regulatory Compliance
- Ensure adherence to US banking regulations (e.g., Regulation E, AML, KYC guidelines)
- Support customer due diligence (CDD/EDD) and ensure compliance with internal risk policies
- Identify and escalate suspicious activity trends and potential regulatory risks
Process Improvement & Risk Control
- Proactively identify control gaps, process inefficiencies, and emerging fraud trends
- Recommend and support implementation of process improvements, tools, and automation
- Contribute to remediation of control deficiencies in processes, systems, and decision frameworks
Stakeholder Collaboration & Reporting
- Collaborate with cross-functional teams including Risk, Compliance, Operations, and Product teams
- Support preparation and delivery of fraud reporting, insights, and MIS for management review
- Provide inputs to strengthen fraud strategies and detection capabilities
Training, Coaching & Knowledge Sharing
- Deliver ongoing coaching, training, and knowledge-sharing sessions to team members
- Act as a Subject Matter Expert (SME) for fraud lifecycle, investigation techniques, and regulatory compliance
- Support onboarding and development of new hires
Key Skills & Competencies
- Fraud Detection, Alerts Management & Escalations
- Fraud Investigations & Case Handling
- KYC/AML Compliance & US Regulations (Reg E, BSA/AML)
- Customer Profile Reviews & Risk Assessment
- Check, Card & Digital Fraud Expertise
- Strong Analytical & Decision-Making Skills
- Reporting, MIS & Data Interpretation
- Training, Coaching & Team Leadership
- Process Improvement & Risk Control Awareness
- Excellent Communication & Stakeholder Management
Job Requirements
- Strong knowledge of Detection and Fraud & Claims Operations processes
- In-depth understanding of fraud lifecycle across:
- Debit Cards
- Credit Cards
- Check Fraud
- Online/Digital Fraud
- Working knowledge of US banking regulations, including Regulation E, AML/KYC requirements
- Proven ability to handle complex investigations and high-value fraud cases
- Excellent verbal and written communication skills, with the ability to explain complex scenarios clearly
- Demonstrated experience in training, coaching, and mentoring team members
- Ability to prioritize tasks and manage workload independently in a fast-paced environment
- Flexibility to work night shifts, rotational schedules, weekends, and holidays
- Willingness to work extended hours as per business requirements
Required Qualifications:
- 3+ years of customer service, financial services, fraud, or investigations experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Desired Qualifications:
- Good experience in fraud checks and investigations
- Good in excel reporting
Job Level:
S4
Benefits:
Posting End Date:
23 Jun 2025
*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. 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.
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 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.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
Posting End Date:
25 May 2026*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. 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.
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 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.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
