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. Consumer & Small Business Banking Operations (CSBBO) Contact Centers serve consumer and small business customers through various channels that include digital (online, mobile, and social) and contact centers (phone, email, and correspondence). We provide customers with convenient ways to manage their accounts how, where, and when they wish. The Claims Assistance Center (CAC) has an opening for a motivated Fraud and Claims Ops Manager 2 responsible for managing a team of 18 - 22 agents who provide quality customer service to our internal and external customers. The position will manage the day to day call and claim servicing activities to meet and exceed our business metric goals and objectives, resolve complex claims and handle escalated customer calls. Job responsibilities may include: - Conducting regular 1:1's, team meetings, fostering career progression.
- Writing and conducting of staff performance evaluations.
- Evaluation and implementation of departmental performance standards.
- Engage in extensive call listening and data analysis to identify improvement opportunities for agent call quality, effectiveness, behaviors, claims knowledge and process improvements
- Motivate and inspire the team to achieve exceptional business results while recognizing and rewarding success
- Development and implementation of standardized work processes across the department.
- Matrix management of budget dollars.
- Participate in and/or manage related departmental projects.
- Participating in audit/exam preparations, as well as managing business safety and soundness through day-to-day risk management.
Schedule: Monday – Friday 1:15pm to 10:15pm
Location: 2700 S. Price Rd. Chandler, AZ **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
- 1+ year of leadership or management experience
- 3+ years of experience in one or a combination of the following: financial services, fraud, or investigations; or AA/AS degree or higher and 2+ years of the experience listed above
Desired Qualifications
- Hogan experience
- Ability to exercise independent judgment and creative problem solving techniques
- Ability to interact with integrity and a high level of professionalism with all levels of team members and management
- Ability to organize and delegate work to others
- Advanced Microsoft Office (Word, Excel, Outlook, PowerPoint, and Access) skills
- Excellent verbal, written, and interpersonal communication skills
- Knowledge and understanding of ATM, ACH, or check fraud/debit card claim processing
- Knowledge and understanding of regulatory compliance requirements surrounding Regulation CC or DD
- Strong analytical skills with high attention to detail and accuracy
- Bilingual speaking, reading, and writing proficiency in Spanish/English
- Adaptable and flexible coaching style which takes into account the needs and learning styles of a diverse team
- Management experience in a customer service, call center, or sales environment
- Experience leading a fast paced, demanding, and deadline driven production environment
- Experience coordinating multiple tasks within aggressive time frames
- Experience with Regulation E
Other Desired Qualifications
- System experience with DAT and Etran
- 3 years CAC or ADCC experience
- Prior experience in call center management preferred
Salary Information
The salary range displayed below is based on a Full-time 40 hour a week schedule.
AZ-Chandler: Min: $53,300 Mid: $74,000
Street Address
AZ-Chandler: 2700 S Price Rd - Chandler, AZ
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.
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