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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 Fraud & Claims Management (FCM) Business Assurance team is seeking to fill a Fraud & Claims Operations Manager 3 position. This position has the potential to manage individual contributors to other exempt level managers on this team. This position will be responsible for performing quality reviews to ensure compliance with agency and government regulations and/or internal company requirements, identifying potential issues within business policies and government regulations and communicates findings to the LOB for immediate error correction and risk elimination, investigating pattern, trends and potential opportunities and provides recommendation of standards, policies, and procedural improvements, and developing effective control reports to assist in identifying potential errors and capturing exception items.
The Fraud & Claims Operations Manager 3 ensures FCM's compliance with all regulatory compliance requirements, including but not limited to Regulation E, Regulation B, Regulation V, Regulation Z and UD(A)AP. This Quality Manager 3 role will have a very specific Regulation E focus on a daily and ongoing basis. They will be responsible for conducting moderately complex to complex analyses of the FCM business units, including monitoring methodology, quality scorecards, and comprehensive reporting. The primary focus is on operational effectiveness. This specific Fraud & Claims Operations Manager 3 role will have a very specific Regulation E focus.
It will provide direction to and through subordinate managers; ensuring quality standards are maintained and ensuring enactment of approaches to correct problems. They will provide subject matter expertise to interpret and administer policies, guidelines, processes or service matters and engage business leaders and legal, risk/compliance partners to clarify as needed. This position performs all of the usual activities of a manager, including establishing effective relationships with peers, partners, and senior business and support function leaders to ensure effective collaboration, policy development, and compliance.
We are seeking a positive and engaged leader who has strong communication and organizational skills to partner with operational leaders, and who will effectively engage and lead high-performing team members. This is a role with high visibility and great impact. The ideal candidate will have a strong passion for driving quality production in a fast-paced environment, ensuring escalations are well-managed, have a passion for leading people and for operational improvement.
Responsibilities include, but are not limited to:
Manage the day to day execution of complex regulatory and decision quality control processes
Develop quality control (QC) programs, including framework and measurement of effectiveness
Designing a best in class QC program to effectively mitigate risk and ensure that the quality reviews proactively identify failures to follow policy and procedures, process gaps, non-compliance, and error trends
Manage workflow including reviewing and responding to questions about specific QC reviews.
Responsible for developing, monitoring, and successful execution of monthly quality review plans, as well as communicating quality results to operation leaders.
Partnership and collaboration with internal functional departments and correspondents to resolve complex issues within department service level goals.
Continual analysis of workflow processes to identify and initiate changes necessary to improve the unit's efficiency, reduce unit repeat contacts, and improve the customer experience by focusing on quality, workflow, and process initiatives.
Select, train, develop, and motivate staff to achieve departmental objectives.
Recommend and make decisions on personnel related matters including performance.
Develop and motivate team members to achieve individual, team, and department goals.
Represent FCM Quality Control in cross-functional projects.
Perform miscellaneous duties as assigned.
Span of control is typically 12-15 direct reports.
This is a first shift position with core hours of 8:00AM to 5:00PM, Monday through Friday. Please note that the successful candidate must have flexibility in availability as hours are subject to change due to business needs. The preferred location is Chandler, AZ and partial telecommuting may be considered. **Please note that posting duration may be shortened based on job seeker volume. **
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.
5+ years of experience in one or a combination of the following: fraud, investigations of fraud claim transactions or policy violations, risk management, or compliance
3+ years of leadership or management experience
Ability to assess issues, make quick decisions, implement solutions, and influence change
Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
Ability to manage a pipeline of work from assignment to completion
Ability to take on a high level of responsibility, initiative, and accountability
Excellent verbal, written, and interpersonal communication skills
Experience using business knowledge and critical thinking
Strong attention to detail, including accuracy in grammar and a sharp focus on eliminating errors
Ability to read, analyze, and interpret documents/reports
Experience developing partnerships and collaborating with other business and functional areas
Experience resolving and working through escalated and complex customer issues
Ability to assess current processes/procedures and make recommendations for efficiency
Ability to be proactive, innovative and creative in meeting customer and enterprise needs
Ability to proactively manage and mitigate issues
Knowledge and understanding of financial services industry: compliance, regulatory, or legal operations
Ability to manage a virtual or remote team
Knowledge and understanding of Six Sigma or reengineering disciplines
Knowledge and understanding of project management methodologies: process improvements, continuous improvement, or LEAN
Other Desired Qualifications
Quality assurance management experience
Regulation E compliance management experience
Regulation V and/ or Regulation Z compliance management experience
Right to Documentation experience
AZ-Chandler: 2850 S Price Road - Chandler, AZ NC-Charlotte: 1525 W Wt Harris Blvd - Charlotte, NC VA-Roanoke: 7711 Plantation Rd - Roanoke, VA
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.
Internal Number: 5556589-1
About Wells Fargo
Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Wells Fargo’s vision is to satisfy our customers’ financial needs and help them succeed financially. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, investment and mortgage products and services, as well as consumer and commercial finance, through 7,400 locations, more than 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 32 countries and territories to support customers who conduct business in the global economy. With approximately 260,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 29 on Fortune’s 2019 rankings of America’s largest corporations. News, insights and perspectives from Wells Fargo are also available at Wells Fargo Stories.
www.wellsfargo.com | Twitter: @WellsFargo