Enterprise Fraud Management Team Lead II

Truist Bank • Charlotte, NC

8d

About The Position

Provide leadership and support to a team of Analysts, Senior Analysts and/or Support Specialists responsible for day-to-day operations of an assigned 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 assist with implementation. Actions directly affect the bank’s fraud client experience and its reputational, compliance and operational risk. This is a regular position on the second shift, with a 10% automatic pay differential.

Requirements

• Associate degree, or equivalent education and related experience.
• Three years of banking experience.
• Five 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 products.
• Demonstrated knowledge of a fraud case management system.
• Ability and willingness to work flexible hours as required.
• Demonstrated leadership skills.
• Expert knowledge and understanding of applicable regulations, including Regulation E, Regulation Z, VISA Operating Rules, UCC, Federal Credit Reporting Act (FCRA), Regulation J, Regulation CC, NACHA, BSA/AML/Patriot Act, TCPA, OFAC and identity theft red flags.
• Expert knowledge and understanding of Enterprise Fraud Management processes.

Nice To Haves

• Bachelor's degree.
• Ten years of banking, call center and/or fraud systems experience.
• Extensive knowledge of bank operations and back-office procedures related to transaction processing.
• Demonstrated conflict resolution skills.

Responsibilities

• Lead a team of Analysts and monitor departmental workflow to achieve appropriate service levels and 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, explaining atypical spikes or trends.
• Handle escalated sensitive, complex and large financial, compliance or reputational issues as appropriate.
• Demonstrate appropriate decision-making and handling across skill levels and team functions.
• Serve as backup to the team manager as needed.
• Lead team communications and distribute workflow to support compliance with timeframes, service levels, regulations and internal procedures.
• Recommend solutions for identified opportunities and assist with their implementation.

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
• May be eligible for a defined benefit pension plan, restricted stock units and/or deferred compensation plan, depending on position and division

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree