Lead Fraud & Claims Operations Representative
Wells Fargo · Bengaluru · onsite · Posted 68d ago
Undisclosed4–9 yrsfulltimeSourced from
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About this role
Job Summary
About this role: Wells Fargo is seeking a...
Responsibilities - 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
- 4+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
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.
- 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.
- 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.
- 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
- 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
Sourced from naukri
Skills
Customer ServiceCustomer Experiencecustomer satisfactioncase documentationcase managementFinancial CrimesauditsBankingDispute ResolutionCommunication Skillscompliancebanking operationsCustomer RelationshipsClaims Processing
About Wells Fargo
Wells Fargo
Financial Services
20k+
employees
1852
174 years old
Bengaluru/Bangalore, Karnataka
India
About
Wells Fargo works to create positive social impact in the communities it serves by supporting housing affordability, small business growth, financial health, and a low-carbon economy.
Industries
Financial Services
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8,681 reviews
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Culture
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