Fraud Team Lead II

Truist Bank•Atlanta, GA

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 Team Lead will also recommend solutions for identified areas of opportunity and assist with their implementation, directly impacting 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
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, including 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/Mentor new hires into the team and arrange for refresher training to existing teammates.
Maintain expert knowledge and understanding of all 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 any information provided is in compliance.
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.

Benefits

medical
dental
vision
life insurance
disability
accidental death and dismemberment
tax-preferred savings accounts
401k plan
no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment
10 sick days (also prorated)
paid holidays
defined benefit pension plan
restricted stock units
deferred compensation plan