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Wells Fargo Fraud & Claims Operations Manager 1 in West Des Moines, Iowa

Job Description

Important Note: During the application process, ensure your contact information (email and phone number) is up to date and upload your current resume when submitting your application for consideration. To participate in some selection activities you will need to respond to an invitation. The invitation can be sent by both email and text message. In order to receive text message invitations, your profile must include a mobile phone number designated as 'Personal Cell' or 'Cellular' in the contact information of your application.

At Wells Fargo, we want to satisfy our customers' financial needs and help them succeed financially. We're looking for talented people who will put our customers at the center of everything we do. Join our diverse and inclusive team where you'll feel valued and inspired to contribute your unique skills and experience.

Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

As a Fraud & Claims Operations Manager 1 supporting Consumer Credit Card, you will be responsible for leading the team responsible for Credit Card Fraud Claims. The position is responsible for supervision of staff responding to inquiries, complaints and disputes from internal and external customers, clients, investors, banks, and/or merchants regarding disputes, claims and financial services. Duties may include resolving escalated problems, communicating information orally or in writing to team members, customers, banks, merchants or other departments and/or senior management, training and coaching staff, writing and conducting performance evaluations, assisting in employment decisions and setting and meeting/exceeding performance standards. May manage workflow, quality of service and provide input to scheduling.

Schedule: Mon, Tues, Thurs 9-6 working from home, Wed 6-230 in office, Fri 9-6 in office

As an Employee Manager, you are expected to achieve success by leading yourself, your team, and the business. Specifically you will:

  • Lead your team with integrity and create an environment where your employees feel included, valued, and supported to do work that energizes them.

  • Accomplish management responsibilities which include sourcing and hiring talented employees, providing ongoing coaching and feedback, recognizing and developing employees, identifying and managing risks, and completing daily management tasks.

Required Qualifications

  • 2+ years of experience in one or a combination of the following: financial services, fraud, investigations, or criminal justice; or AA/AS degree or higher and 1+ year of the experience listed above

  • 6+ months of leadership experience including coaching, training, and mentoring

Desired Qualifications

  • Leadership experience

  • Credit card fraud claims or prevention experience

  • Fraud investigations experience

  • Experience leading, training, and providing feedback to staff and corresponding managers

  • Ability to identify and evaluate exposures and potential risks

  • Ability to motivate others to greater performance

  • Experience resolving and working through escalated and complex customer issues

  • Strong customer relationship management skills

  • Excellent verbal, written, and interpersonal communication skills

  • Strong analytical skills with high attention to detail and accuracy

  • Experience successfully collaborating with others in a change driven environment

  • Ability to motivate and provide performance feedback to staff

  • Experience working with changing priorities and deadlines

  • Ability to identify potential operational issues and legal risks

  • Experience with Wells Fargo complaints management process

  • NICE Call Recording experience

  • Solid conflict management and decision making skills

  • Intermediate Microsoft Office (Word, Excel, and Outlook) skills

  • Bilingual speaking, reading, and writing proficiency in Spanish/English

Salary Information

The salary range displayed below is based on a Full-time 40 hour a week schedule.

IA-West Des Moines: Min: $47,500 Mid: $57,000

Street Address

IA-West Des Moines: 7000 Vista Drive - West Des Moines, IA


All offers for employment with Wells Fargo are contingent upon the candidate having successfully completed a criminal background check. Wells Fargo will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and Federal law, including Section 19 of the Federal Deposit Insurance Act.

Relevant military experience is considered for veterans and transitioning service men and women.

Wells Fargo is an Affirmative Action and Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Company: Wells Fargo

Req Number: 5560855

Updated: 2021-01-21 20:32:28.515 UTC

Location: West Des Moines,Iowa