Lead Fraud & Claims Operations Representative-Line of Business Referral (LOBR)

Why Wells Fargo

Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader – we’re a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place.

Living the Well Life means you’re supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. Join us!

About this role:

Wells Fargo is seeking a Lead Fraud & Claims Operations Representative for Line of Business Referral (LOBR) in Detection Operations, as a part of Fraud and Claims Management (FCM). Learn more about the career areas and business divisions at wellsfargojobs.com.

In this role, you will:

• Support performance and overall effectiveness of team as well as cross-group operational tasks
• Proactively provide feedback and present ideas for improving or implementing processes and tools with efficient flow of fraud and claims operations
• Perform or guide others on complex account activity and claims that can include high risk and high dollar transactions requiring research that involves multiple transaction channels and products
• Independently prioritize work and provide day-to-day work leadership and mentorship for fraud and claims team
• Contribute to resolving control deficiencies in bank processes, procedures, customer, or team decisions that require coordination among cross-functional teams
• Provide guidance and subject matter expertise to less experienced staff in complex situations on wide range of information related to fraud and claims

Required Qualifications:

• 4+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Desired qualifications:

• 1+ year of experience in Fraud Detection Operations, including reviewing suspicious activity referrals, conducting investigations, and making risk-based decisions.
• Experience using Wells Fargo fraud and operational systems, including Universal Workstation (UW), Prevent, Pega, and Service Vision Platform (SVP).
• Experience investigating suspicious account activity, conducting risk reviews, and evaluating potential fraud across multiple products and transaction channels.
• Experience handling fraud and customer claims, including intake, investigation, decisioning, resolution, and quality review activities.
• Demonstrated ability to manage escalated customer, operational, or fraud-related issues and drive timely, effective resolution.
• Proven leadership experience through coaching, mentoring, training, onboarding, or serving as a subject matter expert (SME).
• Strong analytical and investigative skills with the ability to research complex situations, identify risks, and make sound independent decisions.
• Experience working in a production-driven environment with established performance and case management expectations.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail in a fast-paced, high-volume setting.
• Strong verbal, written, and interpersonal communication skills, with the ability to effectively collaborate across teams and provide guidance to less experienced employees.
• Experience identifying process improvement opportunities and contributing to operational efficiency, risk mitigation, and quality outcomes.

Job Expectations:

• Hours:  Tuesday - Saturday 9:00 A.M. - 6:00 P.M. AZ Time PM (AZ time) with some flexibility

• Ability to work additional hours as needed
• Hybrid schedule: alternating one week in-office and one week remote (based on listed location)
• This position is not eligible for visa sponsorship
• Relocation assistance is not available

Job Locations:

107689 2850 S Price Rd., E Building, Chandler Campus, Chandler,

**Required location(s) listed above. **Relocation assistance is not available for this position

Posting End Date: 

*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.