Enterprise Fraud Management Team Lead

Truist Financial; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Disability insurance

401k plan

Paid vacation & holidays

Job summary

Truist Financial is seeking a leader to manage a team of Analysts in a high-volume call center focused on fraud and compliance. The role requires deep regulatory knowledge and hands-on mentoring, with ongoing reporting on performance metrics.

The successful candidate will guide teams through complex financial cases, ensure strict adherence to regulations, and act as back-up to the team manager as needed, while coordinating with fraud operations and risk teams.

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 and fast paced phone environment.
• Exceptional verbal and written communication skills.
• Proficiency with computer applications such as Microsoft Office.
• Knowledge of fraud case management systems.
• Willingness to work flexible hours.
• Demonstrated leadership skills.

Responsibilities

• Provide leadership to a team of Analysts and monitor workflow to achieve service levels.
• Monitor call recordings for caller authentication on all calls.
• Train and mentor new hires and arrange refresher training for existing teammates.
• Maintain knowledge of regulations to ensure compliant information (Reg E, Reg Z, VISA, UCC, FCRA, Reg J, Reg CC, NACHA, BSA/AML, TCPA, OFAC, identity theft flags).
• Maintain knowledge of Enterprise Fraud Management processes to ensure compliant information.
• Provide daily and monthly reporting on work volumes with explanations of spikes or trends.
• Handle escalated sensitive, complex fraud or compliance issues as needed.
• Identify process deficiencies and determine remediation steps.
• Serve as back-up to team manager as needed.

Skills

Leadership skills

Verbal and written communication

Independent work

Regulatory knowledge

MS Office

Fraud domain knowledge

Education

Bachelor's degree or equiv.

Tools

Fraud case management system

Microsoft Office

Job description

Truist Financial is seeking a leader to manage a team of Analysts in a high-volume call center focused on fraud and compliance. The role requires deep regulatory knowledge and hands-on mentoring, with ongoing reporting on performance metrics.

The successful candidate will guide teams through complex financial cases, ensure strict adherence to regulations, and act as back-up to the team manager as needed, while coordinating with fraud operations and risk teams.