Lead Fraud and Claims Operations Representative

Lead Fraud & Claims Operations Representative About this role: Wells Fargo is seeking a... 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 in 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 Required Qualifications for Europe, Middle East & Africa only: Experience in customer service support, or equivalent demonstrated through one or a combination of the following: work experience, training, education Desired Qualifications: The Lead Fraud & Claims Operations Representative is responsible for leading day-to-day fraud detection, claims processing, and operational support activities while ensuring compliance with regulatory and company policies. This role serves as a subject matter expert (SME), provides guidance to team members, drives operational excellence, manages escalations, and contributes to process improvements that enhance customer experience and minimize fraud losses. Key Responsibilities Operational Leadership Lead and coordinate daily fraud and claims operations activities. Act as the primary point of contact for complex cases, escalations, and operational issues. Support workforce planning, queue management, and service level achievement. Provide guidance, coaching, and mentoring to team members. Fraud Investigation Review and investigate suspected fraudulent transactions and activities. Analyze fraud trends, patterns, and emerging risks. Recommend appropriate actions to mitigate financial losses and prevent future fraud incidents. Collaborate with internal and external stakeholders on fraud-related investigations. Claims Management Review, evaluate, and process customer claims in accordance with established policies and procedures. Ensure accurate and timely claim resolutions while maintaining quality standards. Handle complex claims and customer escalations. Maintain complete and accurate case documentation. Quality & Compliance Ensure all fraud investigations and claims processes comply with regulatory requirements and company policies. Monitor team performance and adherence to operational standards. Conduct quality reviews and provide feedback to improve accuracy and productivity. Support internal and external audits as required. Process Improvement Identify opportunities to improve operational efficiency, controls, and customer experience. Participate in projects, system enhancements, and process improvement initiatives. Develop and maintain operational procedures and best practices. Utilize data and reporting to drive performance improvements and risk mitigation. Stakeholder Management Partner with Fraud Strategy, Risk, Compliance, Customer Service, and Operations teams. Communicate effectively with management regarding operational risks, trends, and performance metrics. Support training and onboarding activities for new team members. Required Qualifications Bachelor's degree or equivalent work experience. 4+ years of experience in fraud operations, claims processing, risk management, banking operations, or a related field. Knowledge of Reg E requirements and dispute investigation processes. Strong knowledge of fraud prevention, dispute resolution, and claims handling processes. Experience handling escalated and complex customer situations. Strong analytical and problem-solving skills. Excellent verbal and written communication skills. Proficiency in Microsoft Office applications, including Excel. Preferred Qualifications Experience serving as a team lead/SME. Knowledge of Online Claims, card disputes, chargebacks, ACH fraud, identity theft, or financial crimes investigations. Experience with fraud monitoring systems and case management tools. Lean, Six Sigma, or process improvement experience. Key Competencies Leadership and coaching Decision-making and judgment Fraud risk assessment Customer focus Analytical thinking Operational excellence Attention to detail Collaboration and stakeholder management Adaptability and continuous improvement Success Metrics Fraud loss prevention and recovery rates Claims resolution timeliness and accuracy Quality and compliance scores Customer satisfaction metrics Productivity and service level adherence Team engagement and performance improvement Posting End Date: 18 Aug 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.