Lead Fraud & Claims Operations Representative-Line of Business Referral (LOBR)

At Wells Fargo, we're more than a financial services leader—we're a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe a meaningful career offers more than just a job; it provides all the elements to help you thrive, both professionally and personally. Living the Well Life means robust benefits, competitive compensation, and programs designed to support work-life balance and well-being. You'll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow.

About the Role

Wells Fargo is seeking a Lead Fraud & Claims Operations Representative for Line of Business Referral (LOBR) in Detection Operations, as part of Fraud and Claims Management (FCM).

Responsibilities

• Support performance and overall effectiveness of the 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 involving multiple transaction channels and products.
• Independently prioritize work and provide day-to-day work leadership and mentorship for the fraud and claims team.
• Contribute to 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 a wide range of information related to fraud and claims.

Requirements

Required Qualifications:

• 4+ years of customer service support experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education.

Desired Qualifications:

• 1+ year of experience in Fraud Detection Operations, including reviewing suspicious activity referrals, conducting investigations, and making risk-based decisions.
• Experience using Wells Fargo fraud and operational systems, including Universal Workstation (UW), Prevent, Pega, and Service Vision Platform (SVP).
• Experience investigating suspicious account activity, conducting risk reviews, and evaluating potential fraud across multiple products and transaction channels.
• Experience handling fraud and customer claims, including intake, investigation, decisioning, resolution, and quality review activities.
• Demonstrated ability to manage escalated customer, operational, or fraud-related issues and drive timely, effective resolution.
• Proven leadership experience through coaching, mentoring, training, onboarding, or serving as a subject matter expert (SME).
• Strong analytical and investigative skills with the ability to research complex situations, identify risks, and make sound independent decisions.
• Experience working in a production-driven environment with established performance and case management expectations.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail in a fast-paced, high-volume setting.
• Strong verbal, written, and interpersonal communication skills, with the ability to effectively collaborate across teams and provide guidance to less experienced employees.
• Experience identifying process improvement opportunities and contributing to operational efficiency, risk mitigation, and quality outcomes.

Schedule

• Hours: Tuesday - Saturday, 9:00 A.M. - 6:00 P.M. AZ Time, with some flexibility.
• Ability to work additional hours as needed.
• Hybrid schedule: alternating one week in-office and one week remote (based on listed location).

Job Details

This position is not eligible for visa sponsorship. Relocation assistance is not available.

Location: 2850 S Price Rd., E Building, Chandler Campus, Chandler, AZ (required location listed above).