Enterprise Fraud Management Support Specialist I

Truist•Charlotte, NC

1d•Onsite

About The Position

This position provides leadership and support to a team of Analysts, Senior Analysts and/or Support Specialists responsible for the day-to-day operations of an assigned Enterprise Fraud Management (EFM) team. The role involves leading team communications and workflow distribution to ensure full compliance with all guiding timeframes, service levels, regulations, and internal procedures. The specialist will recommend solutions for identified areas of opportunity and assist with the implementation of these recommendations. Actions taken in this role directly impact the bank's fraud client experience, as well as reputational, compliance, and operational risk.

Requirements

Bachelor's degree, or equivalent education and related experience
10 years of call center or fraud systems experience
Ability to work independently with minimal supervision in a detailed and fast-paced phone environment
Exceptional verbal and written communication skills
Demonstrated proficiency in computer applications, such as Microsoft Office software products
Demonstrated knowledge of fraud case management system
Ability and willingness to work flexible hours, as required
Demonstrated leadership skills

Nice To Haves

Bachelor's degree
Extensive knowledge of bank operations and back-office procedures related to transactional operations and/or call center systems
Demonstrated conflict resolution skills

Responsibilities

Provide leadership to a team of Analysts, monitoring departmental workflow to achieve appropriate service levels and experience.
Monitor call recordings for the team to ensure proper caller authentication on all incoming and outgoing calls.
Train and mentor new hires, and arrange for refresher training for existing teammates.
Maintain expert knowledge and understanding of all relevant regulations (Regulation E, Regulation Z, VISA Operating Rules, UCC, Federal Credit Reform Act (FCRA), Regulation J, Regulation CC, NACHA, Bank Secrecy Act/Anti-Money Laundering/Patriot Act (BSA/AML), Telephone Consumer Protection Act (TCPA), Office of Foreign Assets Control(OFAC) and Identity Theft red flags) to ensure compliance.
Maintain expert knowledge and understanding of Enterprise Fraud Management processes to ensure compliance.
Provide daily and monthly reporting on work volumes, with explanations for any atypical spikes or trends.
Handle escalated sensitive, complex, and large financial, compliance, or reputational issues as appropriate.
Identify process deficiencies and determine appropriate steps for remediation.
Serve as back-up to the team manager as needed.