Fraud Team Lead II

Truist • Atlanta, GA

1d • Onsite

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 is expected to recommend solutions for identified areas of opportunity and assist with their implementation, as these actions directly impact bank fraud client experience, as well as reputational, compliance, and operational risk. Key responsibilities also include monitoring call recordings for proper caller authentication, training and mentoring new hires, maintaining expert knowledge of relevant regulations and EFM processes, providing daily and monthly work volume reports, handling escalated sensitive issues, identifying process deficiencies, and serving as a back-up to the team manager.

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 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.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Accidental death and dismemberment insurance
• 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 (depending on the position and division)
• Restricted stock units (depending on the position and division)
• Deferred compensation plan (depending on the position and division)

What This Job Offers

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