Enterprise Fraud Operations Team Lead

Truist; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Truist is seeking a leader to guide a team of Analysts and Senior Analysts in day-to-day Enterprise Fraud Management operations. You will ensure timely workflows, review calls for proper authentication, and mentor new hires while maintaining regulatory compliance across EFM processes.

The role requires 3 years banking, 5 years fraud systems experience, strong communication, and the ability to work independently in a fast-paced environment. Flexible hours may be required.

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 with Microsoft Office software products.
• Knowledge of fraud case management system.
• Ability and willingness to work flexible hours.
• Demonstrated leadership skills.

Responsibilities

• Provide leadership to a team of Analysts and Senior Analysts.
• Monitor departmental workflow to achieve service levels and experience.
• Monitor call recordings for proper caller authentication.
• Train/Mentor new hires and arrange refresher training.
• Maintain knowledge of regulations to ensure compliance (Regulation E, Z, VISA, UCC, FCRA, J, CC, NACHA, BSA/AML, TCPA, OFAC, identity theft flags).
• Provide daily and monthly reporting on work volumes and trends.
• Handle escalated sensitive, complex issues.
• Demonstrate decision making and manage various team functions.
• Serve as back-up to team manager.

Skills

Leadership skills

Strong communication

Microsoft Office proficiency

Fraud systems experience

Independent work ability

Education

Associates’ degree or equivalent

Bachelor’s degree preferred

Tools

Fraud case management system

Job description

Truist is seeking a leader to guide a team of Analysts and Senior Analysts in day-to-day Enterprise Fraud Management operations. You will ensure timely workflows, review calls for proper authentication, and mentor new hires while maintaining regulatory compliance across EFM processes.

The role requires 3 years banking, 5 years fraud systems experience, strong communication, and the ability to work independently in a fast-paced environment. Flexible hours may be required.