Senior Fraud & Claims Operations Representative

About This Role
Wells Fargo is seeking a Claims & Recovery Senior Manager to lead the Credit Card Fraud Claims organization, overseeing the end-to-end performance of a large, complex operation. This role is accountable for operational results, risk and regulatory adherence, financial performance, and people leadership across approximately 200 onshore and offshore team members. The successful candidate will operate as both a people leader and strategic operator, partnering closely with Fraud Strategy, Detection Operations, Channel Leaders, and other internal stakeholders to reduce fraud losses, improve customer outcomes, and manage operational expense. This role requires sound judgment, comfort with ambiguity, and the ability to influence decisions at multiple levels of the organization.
In this role, you will:
Operational Leadership & Execution
• Lead daily operations for Credit Card Fraud Claims, ensuring service levels, quality standards, and regulatory requirements are consistently met• Translate business objectives into clear operational priorities, resource plans, and performance expectations• Make informed decisions related to staffing, workflows, and capacity to balance customer experience, cost, and risk
Risk Management & Compliance
• Ensure all claim activities comply with applicable regulations, including Regulation Z, and internal risk management standards• Identify operational risks, control gaps, and process weaknesses; escalate issues and implement corrective actions as appropriate• Partner with compliance and risk teams to support audits, reviews, and regulatory inquiries
Stakeholder Partnership & Influence
• Serve as a primary operations partner to Fraud Strategy, Detection Operations, and claim intake channel leaders• Influence outcomes across teams that do not report directly to you by using data, insights, and strong business rationale• Communicate complex operational performance and risk topics clearly to senior leaders
Continuous Improvement & Change Leadership
• Identify and lead process improvement initiatives that reduce fraud loss, improve efficiency, and enhance customer and employee experiences• Manage moderately complex projects independently, including changes impacting people, technology, or policy• Drive adoption of new procedures, tools, or controls through structured change management
People & Financial Management
• Directly manage leaders and managers, setting clear performance expectations and holding teams accountable for results• Provide coaching, development, performance evaluation, and succession planning for leaders within the organization• Own budget and financial performance for the function, with accountability for expense management and productivity outcomes
Required Qualifications

• 7+ years of Fraud Claim Investigations, Policy Violations, Risk Management, or Compliance experience, or equivalent demonstrated through one or a combination of: work experience, training, military experience, or education
• 3+ years of management or leadership experience

Desired Qualifications

• 8+ years of operations experience
• 6+ years of people management or leadership experience
• Deep, hands-on knowledge of credit card claims operations
• Strong experience driving consistency in meeting regulatory, quality, and service expectations within Fraud Claims operations
• Proven ability to develop senior stakeholder trust through clarity, data-driven insights, and solutions to complex problems
• Demonstrated leadership experience building engaged teams, developing talent, and holding teams accountable for results
• Strong experience managing fraud losses and operational expenses through disciplined execution and continuous improvement
• Strong working knowledge of Regulation Z and its application in a claim's environment
• Demonstrated ability to prioritize competing demands, meet deadlines, and perform effectively in a fast-paced, highly regulated environment
• Strong attention to detail with a proven commitment to accuracy and quality
• Data-driven leadership style with the ability to translate performance metrics into compelling narratives for senior executives
• Effective written and verbal communication skills, with the ability to influence at all levels
• Proven people leader with strong coaching, decision-making, and problem-solving skills

Job Expectations
• Willingness to work a hybrid schedule at the posted location and provide flexibility in working hours as business needs require
Location:
Charotte, NC
Posting End Date:
10 Apr 2026
*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
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