Enterprise Fraud Management Support Specialist II

Truist Bank • Atlanta, GA

5d

About The Position

Provide 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 team. Lead team communications and workflow distribution to ensure compliance with required timeframes, service levels, regulations, and internal procedures. Recommend solutions for identified opportunities and help implement them. The work directly affects bank fraud clients’ experience and the organization’s reputational, compliance, and operational risk.

This role monitors workflow and service levels, reviews call recordings for proper caller authentication, trains and mentors team members, and maintains expert knowledge of applicable regulations and Enterprise Fraud Management processes. It also produces daily and monthly volume reports, handles appropriate escalations, identifies process deficiencies and remediation steps, and serves as backup to the team manager as 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 departmental workflow to achieve appropriate service levels and customer experience.
• Monitor team 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 and ensure information provided is compliant.
• Maintain expert knowledge of Enterprise Fraud Management processes and ensure information provided is compliant.
• Provide daily and monthly work-volume reporting and explain atypical spikes or trends.
• Handle escalated sensitive, complex, and large financial, compliance, or reputational issues as appropriate.
• Identify process deficiencies and determine appropriate remediation steps.
• Serve as backup to the team manager as needed.

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 as applicable
• 10 sick days, prorated as applicable
• Paid holidays
• Depending on position and division, the role may also be eligible for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

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