Fraud & Claims Operations Associate Manager

About this role:

Wells Fargo is seeking a Fraud & Claims Operations Associate Manager

In this role, you will:

• Supervise a team of specialists within a fraud and claims program for proactive fraud identification, prevention, and detection, as well as ensuring the recovery, execution, and handling of claims
• Identify opportunities for process improvement and risk control development in fraud and claims management to maximize efficiency and enhance customer service
• Make supervisory decisions and resolve issues related to work distribution under direction of fraud and claims management
• Leverage interpretation of internal processes and procedures to establish performance standards, evaluate performance, develop training materials, and ensure compliance with internal policies, risk controls, and government regulations
• Collaborate and consult with customers, vendors, and other functional areas to resolve escalated issues
• Interact directly with fraud and claims management to develop and implement functional area policies or procedures, and to provide exceptional customer experience
• Manage allocation of people and financial resources for Fraud and Claims Operations
• Mentor and guide talent development of direct reports and assist in hiring talent

Required Qualifications:

• 4+ years of Financial Services, Fraud, or Investigation experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 1+ years Leadership experience

Key Responsibilities

• Team Leadership & Operations Management
  • Supervise and lead a team of analysts/specialists responsible for fraud detection, alert review, investigations, and claims handling
  • Drive effective team handling, performance management, coaching, and talent development
  • Manage workflow distribution, ensuring optimal utilization of resources and adherence to SLAs
• Fraud Detection & Risk Management
  • Oversee fraud detection strategies, including alerts monitoring, escalation handling, and decisioning
  • Ensure timely and accurate review of alerts, suspicious transactions, and customer profiles
  • Drive proactive fraud identification, prevention, and loss mitigation initiatives
• Investigations & AML/KYC Compliance
  • Lead and guide end-to-end investigations of suspected fraud cases
  • Ensure compliance with KYC/AML regulatory requirements and internal risk policies
  • Oversee enhanced due diligence (EDD), customer profile reviews, and suspicious activity identification
• Loss Review & Continuous Improvement
  • Conduct fraud loss analysis and reviews to identify root causes and emerging risk trends
  • Provide feedback loops to detection, policy, and product teams to strengthen controls
  • Identify opportunities for process improvement, automation, and risk control enhancements
• Escalations & Stakeholder Management
  • Handle complex/escalated fraud cases and high-risk alerts
  • Collaborate with cross-functional teams such as Compliance, Risk, Operations, and Customer Service
  • Interface with senior management to implement policies, procedures, and risk mitigation strategies
• Governance & Compliance
  • Ensure adherence to internal policies, regulatory guidelines, and audit requirements
  • Support audit readiness, reporting, and documentation standards
  • Establish and monitor KPIs, KRIs, and performance standards
• Resource & Performance Management
  • Manage allocation of people, budget, and operational resources
  • Develop training materials and conduct knowledge sessions on fraud trends, AML/KYC, and investigation techniques

Key Skills & Competencies:

• Fraud Investigations , KYC/AML Compliance & Regulatory Knowledge
• Fraud Detection, Alerts Handling & Escalations
• Customer Profile Reviews & Risk Assessment
• Fraud Loss Analysis & Feedback Mechanisms
• Team Handling, Coaching & Leadership
• Strong Analytical & Decision-Making Skills
• Process Improvement & Risk Control Development
• Stakeholder Management & Communication

Desired Qualifications:

Experience in fraud claims

Experience Fraud deputes and fraud detection is required

Experience in AML

Job Expectation:

• Flexibility to work in shift and long hours to support business
• Floating Weekends

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.