Wells Fargo Operations Manager 2-ATM Claims in Charlotte, North Carolina

In Payments, Virtual Solutions and 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.

The PVSI team includes Operations, Consumer Credit Card, Retail Services, Consumer Deposits, Treasury Management, Merchant Services, Wells Fargo Virtual Channels, and Innovation including the professional services teams that partner with these businesses and other key partners.

Within the Operations team our Operations Services and Delivery team supports and provides processing activities for customer transactions, fulfillment, account maintenance and reconcilement and research for internal and external customers. Our environment is energetic and innovative; we are committed to providing superior service, and we work to achieve Wells Fargo's business goals.

ATM Claims is looking for an experienced, dynamic and self-motivated manager eager to lead in a fast paced Operations environment. This position will have accountability for 2 sites, located in Chandler, AZ and Charlotte, NC. The sites operate six days a week with strict adherence to Regulation E guidelines and to the enterprise Complaint Management policy. This position supervises a team responsible for researching and resolving Pin Based ATM/POS Non-Fraud transaction disputes, who also take inbound calls from both external and internal customers.

Individuals will co-manage to accomplish departmental goals. Responsible for setting and communicating clear goals while driving for results, and creating high performing teams. Participates in review, recommendation and implementation of unit’s operational processes. Uses various strategies and negotiation skills to minimize cost, exposure and risk to the bank. Conducts regular staff meetings, training and coaching sessions and addresses performance issues, ensures compliance with all appropriate Bank Policies and Regulations, with a strong emphasis on Regulation E & Complaint Management. Builds and maintains strong and collaborative relationships with OSD leadership and business partners. Actively utilizes and promotes the Employee Recognition, Best Practices, Employee Engagement and Diversity and Inclusion Programs. Creates a fun and challenging work environment.

Work schedule for this position is: 8:30am-5:00pm MST.

Required Qualifications:

  • 4+ years of operations experience

  • 1+ year of leadership experience in an operations environment

Desired Qualifications:

  • Ability to interact with all levels of an organization

  • Excellent verbal, written, and interpersonal communication skills

  • Knowledge and understanding of departmental workflow processes

  • Intermediate Microsoft Office skills

  • 2+ years of supervisory or management experience

  • 2+ years of leadership experience in a production environment

  • Knowledge and understanding of ATM, debit card fraud, and non-fraud claims management

  • Knowledge and understanding of audit, regulatory compliance, or risk management

  • Knowledge and understanding of regulatory compliance requirements surrounding Regulation E

  • Experience delivering results in a fast-paced, deadline driven environment

  • Ability to positively influence, motivate, and direct diverse teams

  • Ability to assess issues, make quick decisions, implement solutions, and influence change

  • Outstanding problem solving and decision making skills

  • Experience resolving and working through escalated and complex customer issues

  • Customer service focus with the ability to respond to requests in a timely manner

  • Strong analytical skills with high attention to detail and accuracy

  • Call center experience

How to Express Interest in This Job: Wells Fargo invites you to apply for this job at https://employment.wellsfargo.com/psp/PSEA/APPLICANTNW/HRMS/c/HRSHRAM.HRSAPPSCHJOB.GBL?Page=HRSAPPJBPST&FOCUS=Applicant&SiteId=1&JobOpeningId=5389174&PostingSeq=1.

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.

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.