• Wells Fargo
  • $70,343.33 -181,590.00/year*
  • Charlotte , NC
  • Financial Services - Insurance
  • Full-Time
  • 4223 David Cox Rd

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Job Description

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 Payments, Virtual Solutions, and Innovation (PVSI) team includes Operations, Cards and Retail Services, Deposit Products Group, the Innovation Group, Treasury Management, Merchant Services, Payment Solutions, and Wells Fargo Virtual Channels and the professional services teams that partner with these businesses. PVSI's focus is on delivering the next generation of payments and deposit capabilities and advancing our digital and online offerings to design new customer experiences and products. Its guiding principles are to start with the customer, move faster, and partner effectively.

Wells Fargo & Company (NYSE: WFC) is a diversified, community-based financial services company with $1.9 trillion in assets. Founded in 1852 and headquartered in San Francisco, Wells Fargo provides banking, insurance, investments, mortgage, and consumer and commercial finance through more than 8,600 locations, 13,000 ATMs, the internet (wellsfargo.com) and mobile banking, and has offices in 42 countries and territories to support customers who conduct business in the global economy. With approximately 269,000 team members, Wells Fargo serves one in three households in the United States. Wells Fargo & Company was ranked No. 27 on Fortune s 2016 rankings of America s largest corporations. Wells Fargo s vision is to satisfy our customers financial needs and help them succeed financially. Wells Fargo perspectives are also available at Wells Fargo Blogs and Wells Fargo Stories.

In Payments, Virtual Solutions & Innovation (PVSI), we've built our team of top professionals by rewarding their accomplishments and ensuring they have what's needed to succeed. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

It starts with you. We must attract, develop, retain and motivate the most talented people - those who care and who work together as partners across business units and functions. We value and promote diversity and inclusion in every aspect of our business and at every level of our organization.

The PVSI team includes Consumer Credit Solutions, Deposit Products Group, Innovation, Operations, Treasury Management and Wells Fargo Virtual Channels including the professional services teams that partner with these businesses and other key partners.

The Role
The PVSI Operations group seeks an experienced Senior Leader responsible for the Account Takeover Management team, a group that includes detection and fulfillment functions for Credit Card, Debit Account Take Over, Identity Theft and Voice Facilitated Fraud to include the newly deployed Pindrop tool. This role will work to develop and deploy the future thinking strategy for these combined functions and expectations will include:

Creating a customer centric Account Take Over solution.
Developing a streamlined detection option utilizing a single system to manage multiple processes
Maturing existing Account Takeover processes to improve effectiveness and efficiency to include reporting and executive level transparency
Managing the movement of the CATM Alert process into the virtual ATO activities.
Creating technology enhancements to improve the Team Member experience
Influencing strategy decisions and detection priorities to achieve the lowest false positive ratios possible
Developing a centralized Account Take over management utility for Wells Fargo
Providing an expedited recovery process and zero balance claims management
Implementation of standard analytical processes to include predictive modeling
Maintaining a highly engaged team to deliver on the customer experience.

Priorities of the position will focus on Leadership/Strategy & Execution, Risk Management, and Partnership/Collaboration. Specifically this leader will be responsible for:
Leadership of 100 team members across multiple locations while ensuring that team member engagement and cross-enterprise partnerships are strong; and that daily processing meets all customer experience, productivity, and quality expectations.
Participation in the development and implementation of long term strategies, policies and process advancements.
Ensuring management teams are executing business strategies effectively, complying with established Service Level Agreements, and meeting all Major Business Objectives
Ensuring team members are engaged, receive appropriate recognition, have the tools and knowledge to perform their functions, and receive accurate and timely communication and performance feedback.
Ensuring regulatory compliance with accepted Major Compliance Requirements (MCRs) by implementing and continually strengthening risk practices, quality control and assurance programs and standards across the division, while mitigating risk to the business.

The Candidate
Leadership and credibility will be determining factors in selection. Successful candidates will be articulate and possess a demonstrated leadership capability; they will be impressive in their inter-personal effectiveness and with regard to their accomplishments. It requires a leader with strong relationship management, influencing, vision and execution skills. A key differentiator will be the ability to understand and operate successfully in a complex, heavily matrixed corporate environment. The role requires a sense of urgency, passion for results, and personal accountability for achievement.

This position will be located at 3579 ATLANTA AVE, Atlanta GA. Would be open to other possible locations

As a Team Member 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 team members feel included, valued, and supported to do work that energizes them.
  • Accomplish management responsibilities which include sourcing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks.

Required Qualifications

  • 9+ years of experience in one or a combination of the following: fraud, Bank Secrecy Act, anti money laundering, investigations of financial crimes transactions or policy violations, risk management, or compliance
  • 3+ years of management experience

Other Desired Qualifications
  • 10+ years fraud prevention, authentication experience and/or risk management compliance
  • 5+ years of experience with Financial Industry
  • Ability to negotiate, influence, and collaborate to build successful relationships including success working within a matrixed environment to build effective business partnerships
  • Ability to work across multiple lines of business leading teams to consensus
  • Excellent verbal, written, and interpersonal communication skills
  • Leadership experience with ability to effectively manage and engage teams
  • Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Experience working with operational risk, risk standards and controls and/or Operational Risk Management Programs
  • Ability to prioritize multiple deliverables, and overcome challenges to meet deadlines despite competing priorities
  • Experience preparing and delivering presentations to Senior and Executive Leadership
  • Strong communication skills, including the ability to simplify and summarize complex information or situations in presentations to management.
  • Strong analytical, problem-solving, and time management skills.
  • Intermediate Microsoft Office (Word, Excel, Outlook, and PowerPoint) skills
  • Strong project and program management skills
  • Ability to lead and drive end to end project and program efforts
  • Experience with Virtual Channel Fraud & Authentication, Fraud Operations and or ROFPS business units and their processes


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.

Associated topics: adjuster, auto, automobile, claimant, damage, fraud, insurance adjuster, insurance examiner, investigate, investigation

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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