Enterprise Fraud Management Support Specialist II

Truist • Atlanta, GA

6d

About The Position

Provide leadership and support to a team responsible for the day-to-day operations of an Enterprise Fraud Management team. Lead team communications and workflow distribution to ensure compliance with applicable timeframes, service levels, regulations, and internal procedures. Recommend solutions for identified areas of opportunity and help implement them. The role’s actions directly affect the bank’s fraud client experience and its reputational, compliance, and operational risk.

Responsibilities include monitoring team workflow and service levels, reviewing call recordings to ensure caller authentication, training and mentoring teammates, maintaining expert knowledge of applicable regulations and Enterprise Fraud Management processes, reporting on work volumes and trends, handling sensitive or complex escalations, identifying process deficiencies, and serving as a backup to the team manager when needed.

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, fast-paced phone environment.
• Exceptional verbal and written communication skills.
• Demonstrated proficiency with computer applications, such as Microsoft Office software products.
• Demonstrated knowledge of a 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 and monitor workflow to achieve appropriate service levels and client experience.
• Monitor call recordings to ensure proper caller authentication on incoming and outgoing calls.
• Train and mentor new hires and arrange refresher training for existing teammates.
• Maintain expert knowledge of applicable regulations to ensure information provided is compliant.
• Maintain expert knowledge of Enterprise Fraud Management processes to ensure information provided is compliant.
• Provide daily and monthly work-volume reports, explaining atypical spikes or trends.
• Handle escalated sensitive, complex, and large financial, compliance, or reputational issues when appropriate.
• Identify process deficiencies and determine appropriate remediation steps.
• Serve as backup to the team manager as needed.
• Lead team communications and workflow distribution to support compliance with timeframes, service levels, regulations, and internal procedures.
• Recommend solutions for identified opportunities and assist with implementing recommendations.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Accidental death and dismemberment coverage
• Tax-preferred savings accounts
• 401(k) plan
• At least 10 days of vacation during the first year, prorated based on hire date and full-time or part-time status
• 10 sick days, prorated
• Paid holidays
• Depending on position and division, possible defined benefit pension plan, restricted stock units, and/or deferred compensation plan

What This Job Offers

• Job Type: Full-time
• Career Level: Senior