Job Description

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 are looking for talented people who will put our customers at the center of everything we do. We are seeking candidates who embrace diversity, equity and inclusion in a workplace where everyone feels valued and inspired.

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

Consumer and Small Business Banking (CSBB) is at the center of our efforts to rebuild trust and transform the way we serve our customers and clients. The CSBB organization is focused on innovating and transforming our business with the customer at the center, better enabling customers to engage with us how, when, and wherever they choose through a broad suite of financial products and services. While we are pleased to be an industry leader in many consumer and small business areas, including retail deposits, debit card transaction and purchase volume, and small business lending, our primary goal is delivering for our customers. Our market positions are an outcome of great work by employees who are committed to serving our customers. We want to build a strong value proposition for key consumer and small business segments by identifying gaps and opportunities and building capabilities to transform how we engage customers and deliver advice.

CSBB Operations delivers a diverse set of foundational operational and contact center services for the enterprise and to consumer, small business, and wholesale customers, providing stability, scalability, and security for Wells Fargo. Services include deposits, payments, and ATM operations, global fraud and claims, account reconciliation, wire transfers, cash vault and lockbox services, print and image services, unclaimed property processing, legal order processing, estate care, and voice, email, chat, and social media services for consumer and small business customers. Divisions include CSBBO Customer Service, Deposit and Settlement Operations, Electronic & Commercial Services, Enterprise Utility Services, Fraud and Claims Management, Operations Business Excellence and Support, and Unclaimed Property.

The Claims Assistance Center (CAC) has an opening for a motivated Fraud & Claims Operations Manager 1, responsible for managing team members who provide quality customer service to our Online Banking and Debit Card customers. The Fraud & Claims Operations Manager 1 position will manage the workflow and quality of Fraud & Claims Specialists, resolve complex claims, and handle escalated customer calls.

Job responsibilities may include:

* Conduct monthly 1:1's, team meetings, foster career progression.
* Write and conduct staff performance evaluations.
* Evaluation and implementation of departmental performance standards.
* Development and implementation of standardized work processes across the department.
* Matrix management of budget dollars.
* Participate in and/or manage related departmental projects.
* Participate in audit/exam preparations, as well as manage business safety and soundness through day-to-day risk management.

Schedule: Monday, Wednesday, Thursday, Friday, and Sunday: 11:30am-8:00pm (Tuesday and Saturday - Days off)

Schedule: Monday, Wednesday, Thursday, and Friday 3:00pm -12:00am & Saturday 11:00 am-8:00 pm (Tuesday and Sunday-Days off)

Location: 1525 W WT Harris Blvd, Charlotte, NC

**Please note: Based on the volume of applications received, this job posting may be removed prior to the indicated close date. If you do not apply prior to the closing of this posting, we encourage you to apply for other opportunities with Wells Fargo.

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
* Ability to drive and lead organizational change in a dynamic environment
* Ability to manage a customer service, call center, or sales team
* Ability to motivate and provide performance feedback to staff
* Ability to motivate staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
* Ability to organize and manage multiple priorities
* Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
* Excellent verbal, written, and interpersonal communication skills
* Exposure to Wells Fargo DAT (Disputes Automated Tracking) application or CLAIMS application
* Intermediate Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills
* Knowledge and understanding of ATM, ACH, or check fraud/debit card claim processing
* Strong analytical skills with high attention to detail and accuracy
* 1+ year of leadership experience including coaching, training, and mentoring
* Knowledge and understanding of online banking products, policies, and procedures
* Experience with Regulation E
* Bilingual speaking, reading, and writing proficiency in Spanish/English

Other Desired Qualifications
* 1+ year of fraud call center experience
* 1+ year of supervisory or management experience
* 1+ year of financial experience

Street Address
NC-Charlotte: 1525 W Wt Harris Blvd - 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.

Benefits Summary
Benefits
Visit https://www.wellsfargo.com/about/careers/benefits for benefits information.