Fraud & Claims Operations Director - Deposit Claims

About this role:

Claims & Recovery teams at Wells Fargo are dedicated to helping our customers and merchants with both fraud and non-fraud claim inquiries. We assess liability and recover transactions for disputes, ensuring every case is handled with care and precision. Our support extends to working with fraud victims, processing disputes, managing settlements, and handling charge-offs. We diligently analyze unusual activity and high-frequency claims while providing assistance to identity-theft victims.

Wells Fargo is seeking a Fraud & Claims Operations Director reporting to the Head of Claims and Recovery. This leader will have the opportunity to shape the future of Deposit Claims within a broader function responsible for end-to-end claims processing across all dispute types. With accountability for approximately 1,000 employees across the U.S., India, and the Philippines, the role combines significant operational scale with responsibility for strengthening claims operations, risk and control outcomes, and the customer experience. As a key leader within Fraud Operations, this individual will influence enterprise priorities and partner across the organization to strengthen the performance and long-term direction of Deposit Claims.

Make a lasting impact by protecting customers, developing high-performing leaders, and advancing a resilient Deposit Claims organization that delivers strong risk, service, and operational outcomes.

In this role, you will:

• Lead a large, specialized organization of managers and individual contributors responsible for executing risk-based fraud and claims programs
• Establish and strengthen risk policies, procedures, and controls that support Deposit Claims and broader enterprise priorities
• Monitor fraud and claims activity, emerging risks, and performance trends to anticipate issues and guide timely action
• Set strategic priorities and make decisions that strengthen claims performance, risk management, operational efficiency, and customer outcomes
• Partner with Fraud Operations leaders and enterprise stakeholders to align priorities, influence decisions, and deliver coordinated outcomes
• Direct the allocation of people and financial resources to meet operational commitments and advance business priorities
• Build leadership capability and a strong talent pipeline that supports team member growth, engagement, and organizational performance

Required Qualifications:

• 10+ years of Fraud Claim Investigation or Policy Violations, Risk Management, or Compliance experience, including Management or leadership experience, or equivalent experience demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of management or leadership experience
• Extensive experience leading fraud and claims operations within large, complex organizations, with deep expertise in Deposit Claims operations and inherent risk
• Demonstrated success leading diverse, geographically dispersed operations teams, managing people and financial resources, and fostering a culture of service, accountability, engagement, and efficiency

Desired Qualifications:

• Experience leveraging digital contact center technologies, automation, and process modernization to improve customer and operational outcomes
• Deep understanding of the regulatory and control environment governing consumer deposit claims, including dispute resolution and customer remediation
• Strong analytical judgment with the ability to translate operational and risk data into actionable insights
• Experience developing operational strategies, governance, and performance measures that balance customer, risk, efficiency, and business outcomes
• Proven ability to navigate complexity, lead change, and drive sustained execution across a large operation
• Demonstrated ability to influence and align senior leaders across Operations, Risk, Compliance, Technology, Product, and Legal to deliver enterprise-wide outcomes
• Track record of developing senior leaders and building succession pipelines for complex operations organizations

Job Expectations:

• Ability to travel up to 40% of the time
• This position offers a hybrid work schedule

• Willingness to work on-site in one of the listed locations

Posting End Date:

*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.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.