Enterprise Fraud Management Lead

Truist; Charlotte (NC); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401k plan

Paid vacation

Paid sick days

Paid holidays

Job summary

Truist Financial Corporation in Charlotte, NC is seeking an experienced Leader to manage a team of Analysts, Senior Analysts and Support Specialists focused on Enterprise Fraud Management operations. You will ensure adherence to service levels, regulatory requirements and internal procedures while guiding daily workflows and reporting.

The role emphasizes strong leadership, risk awareness and the ability to translate complex compliance needs into actionable guidance for the team, with back-up

Qualifications

• Associates' degree or equivalent education and related experience.
• 3 years of banking experience.
• 5 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.
• Proficiency in Microsoft Office software products.
• Demonstrated knowledge of fraud case management system.
• Ability and willingness to work flexible hours, as required.
• Demonstrated leadership 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.
• 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.
• Demonstrate appropriate decision making and handling of all skill levels and team functions.
• Serve as back-up to team manager as needed.

Skills

Leadership

Communication

Independent work

Microsoft Office

Fraud case management knowledge

Flexible hours

Team management

Education

Associates' degree

Tools

Fraud case management system

Job description

Truist Financial Corporation in Charlotte, NC is seeking an experienced Leader to manage a team of Analysts, Senior Analysts and Support Specialists focused on Enterprise Fraud Management operations. You will ensure adherence to service levels, regulatory requirements and internal procedures while guiding daily workflows and reporting.

The role emphasizes strong leadership, risk awareness and the ability to translate complex compliance needs into actionable guidance for the team, with back-up