Enterprise Fraud Management Support Specialist II

Truist Bank; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k plan

Paid vacation and sick days

Job summary

Truist Financial Corporation is seeking a seasoned leader to guide a fraud analytics team. You will oversee analysts, ensure adherence to regulations, and drive performance metrics while mentoring staff.

The role requires deep knowledge of call-center operations and fraud systems, with a focus on risk management and customer protection. The position emphasizes strong communication, flexibility in scheduling, and cross-functional coordination within a dynamic financial services environment.

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.

Responsibilities

• Provide leadership to a team of Analysts, monitoring workflow to meet service levels and experience.
• Monitor call recordings for team to ensure caller authentication on all calls.
• Train/mentor new hires and refresh existing teammates.
• Maintain knowledge of regulations to ensure compliant information.
• Maintain knowledge of Enterprise Fraud Management processes for compliance.
• Provide daily and monthly reporting on work volumes and trends.
• Handle escalated sensitive, complex, and large financial, compliance or reputational issues.
• Identify process deficiencies and determine remediation steps.
• Serve as backup to team manager as needed.

Skills

Leadership

Communication

Independent work

Call center experience

Fraud systems experience

Education

Bachelor's degree

Tools

Microsoft Office

Fraud case management system

Job description

Job Details

Regular or Temporary: Regular Language Fluency: English (Required) Work Shift: 1st shift (United States of America)

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provide leadership to a team of Analysts. This includes monitoring departmental workflow to achieve appropriate service levels and experience.
2. Monitor call recordings for team to ensure proper caller authentication on all incoming and outgoing calls.
3. Train/Mentor new hires into the team and arrange for refresher training to existing teammates
4. 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.)
5. Maintain expert knowledge and understanding of Enterprise Fraud Management processes to ensure any information provided is in compliance.
6. Provide daily and monthly reporting on work volumes with explanations around any atypical spikes or trends.
7. Handle escalated sensitive, complex and large financial, compliance or reputational issues where appropriate.
8. Identify process deficiencies and determine appropriate steps for remediation.
9. Serve as back-up to team manager as needed.

Qualifications Required

1. Bachelor's degree, or equivalent education and related experience
2. 10 years of call center or fraud systems experience
3. Ability to work independently with minimal supervision in a detailed and fast paced phone environment
4. Exceptional verbal and written communication skills
5. Demonstrated proficiency in computer applications, such as Microsoft Office software products
6. Demonstrated knowledge of fraud case management system
7. Ability and willingness to work flexible hours, as required.
8. Demonstrated leadership skills

Preferred Qualifications

1. Bachelor's degree
2. Extensive knowledge of bank operations and back-office procedures related to transactional operations and/or call center systems
3. 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.
• 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. EEO is the Law E-Verify IER Right to Work About Truist Truist is a purpose-driven financial services company, formed by the historic merger of equals of BB&T and SunTrust. We serve clients in a number of high-growth markets in the country, offering a wide range of financial services. At Truist, our purpose is to inspire and build better lives and communities. That happens through real care to make things better. To meet client needs, to empower teammates, and to lift up communities. Learn more about Truist on truist.com.