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Fraud Claims Operations Manager 1 - Payment Card Fraud Detection

Company: Wells Fargo Bank
Location: Kannapolis
Posted on: March 3, 2020

Job Description:

Fraud & Claims Operations Manager 1 - Payment Card Fraud Detection 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. The Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, the Innovation Group, Treasury Management, Merchant Services, Marketing and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Our guiding principles are to start with the customer, move faster, and partner effectively. The Payment Card Fraud Detection team is currently seeking an outstanding individual to join our group as a Fraud & Claims Operations Manager 1. The Fraud & Claims Operations Manager 1 is responsible for supervising a team of 15-18 Fraud & Claims Operations Specialists with team lead support to ensure proactive identification of fraud on debit and credit cards and provide outbound call servicing for fraud-related matters. The team will handle inbound and outbound (blended environment) fraud prevention work utilizing multiple systems to mitigate losses to the customer and Wells Fargo. Work is typically accomplished through analysts/specialists; although some higher-risk, more complex cases may require hands-on involvement. Duties for this position include, but are not limited to: - Being responsible for supervising a team of specialists who are responsible for a financial crimes program that ensures proactive identification, prevention execution, detection and recovery. - Managing complex blended function; entailing performance coaching to call center production metrics. - Resolving escalated issues; communicating with customers, vendors, other departments and financial crimes management. - Being responsible for queue distribution management, ongoing production and workflow improvement efforts. - Working with financial crimes management to implement department policies/procedures to maximize efficiency and customer service and ensuring compliance with government regulations. - Ensuring compliance with regulatory requirements such as Bank Secrecy Act, USA PATRIOT Act, FACTA, etc. Participating in audit/exam preparations, as well as managing business safety and soundness through day-to-day risk management. - Participating in department projects. - Assisting in establishing performance standards, evaluating performance, and training/coaching staff. - Assisting in developing training materials and facilitating classroom and 1 on 1 training in partnership with L & D. As a Team Member 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 team members feel included, valued, and supported to do work that energizes them. - Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks. Schedule:? Tuesday ? Saturday 2:00pm ? 11:00pm and Sunday ? Thursday 2:00pm ? 11:00pm.?? Location: 8740 Research Drive in Charlotte, NC ? ? ? ? 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 Desired Qualifications - Leadership experience - 1+ year of fraud prevention or claims experience - 1+ year of leadership experience including coaching, training, and mentoring - Knowledge and understanding of ATM, ACH, or check fraud/debit card claim processing - Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment - Ability to motivate and provide performance feedback to staff - Experience with Wells Fargo complaints management process - Excellent verbal, written, and interpersonal communication skills - Intermediate Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills - Experience leading, training, and providing feedback to staff and corresponding managers - Ability to identify and evaluate exposures and potential risks - Experience resolving and working through escalated and complex customer issues - Strong analytical skills with high attention to detail and accuracy - Experience successfully collaborating with others in a change driven environment - Experience working with changing priorities and deadlines - NICE Call Recording experience - Solid conflict management and decision making skills - Ability to drive and lead organizational change in a dynamic environment - 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. NC-Charlotte: Min: $47,500 Mid: $57,000 Street Address NC-Charlotte: 8740 Research Dr - Charlotte, NC Disclaimer 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. - ID#: - Location: Kannapolis, NC , 28083 - Type: Other - Company: Wells Fargo Bank - View More Jobs! - Post your resume - Create an Alert - Found a mis-fit listing? Report it

Keywords: Wells Fargo Bank, Kannapolis , Fraud Claims Operations Manager 1 - Payment Card Fraud Detection, Executive , Kannapolis, North Carolina

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