Fraud Management Team Lead II

Truist•Charlotte, NC

1d•Onsite

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 assigned EFM team. Lead team communications and workflow distribution to ensure full compliance with all guiding timeframes, service levels, regulations and internal procedures. Recommend solutions for all identified areas of opportunity and assist with implementation of recommendations. (Actions directly impact bank 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 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. This includes monitoring departmental workflow to achieve appropriate service levels and experience.
Monitor call recordings for team to ensure proper caller authentication on all incoming and outgoing calls.
Train/Mentor new hires into the team and arrange for refresher training to existing teammates
Maintain expert knowledge and understanding of all regulations to ensure any information provided is in compliance. (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.)
Maintain expert knowledge and understanding of Enterprise Fraud Management processes to ensure any information provided is in compliance.
Provide daily and monthly reporting on work volumes with explanations around any atypical spikes or trends.
Handle escalated sensitive, complex and large financial, compliance or reputational issues where appropriate.
Identify process deficiencies and determine appropriate steps for remediation.
Serve as back-up to team manager as needed.