Enterprise Fraud Management Support Specialist I

Truist; Charlotte (NC); On-site; USD 95,000 - 125,000; Full time

Job summary

Truist seeks a seasoned leader to manage a team of Analysts and Senior Analysts in the Fraud Operations group on the 2nd shift. The role focuses on day-to-day operations, ensuring compliance with regulations, and maintaining customer trust by upholding high standards in caller authentication and incident handling.

You will mentor staff, monitor workflows, and deliver regular reporting while addressing complex, high-risk issues.

Qualifications

• Bachelor's degree or equivalent education and related experience.
• 10 years of call center or fraud systems experience.
• Ability to work independently in a detailed, fast-paced phone environment.
• Exceptional verbal and written communication skills.
• Proficiency with Microsoft Office products.
• Knowledge of fraud case management systems.

Responsibilities

• Provide leadership to a team of Analysts, Senior Analysts and/or Support Specialists.
• Monitor call recordings for proper caller authentication on all calls.
• Train and mentor new hires and provide refresher training.
• Maintain knowledge of applicable regulations to ensure compliance.
• Provide daily and monthly reporting on work volumes and trends.
• Handle escalated sensitive, complex fraud or reputational issues.
• Identify process deficiencies and implement remediation; serve as back-up to manager.

Skills

Leadership

Verbal & written comm.

Mentoring/Training

Independent worker

Regulatory knowledge

Process improvement

Flexible hours

Team leadership

Education

Bachelor's degree or equivalent

Tools

Fraud case management system

Microsoft Office

Job description

Need Help?

If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).

Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift: 2nd Shift - 10% Automatic Pay Differential (United States of America)

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.)

Essential Duties And 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.

Qualifications

Required Qualifications

• 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

Preferred Qualifications

• 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

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation:

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive 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, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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