Fraud Management Team Lead – Enterprise Operations

Truist; Wilson (NC); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Vacation days

Paid holidays

Disability insurance

Job summary

Truist is seeking a Senior Fraud Operations Lead to guide a team of Analysts and Senior Analysts in daily operations, ensuring compliance with regulations and internal procedures. You will oversee workflow, call authentication, and mentoring, while maintaining up-to-date knowledge of complex regulatory frameworks such as BSA/AML and OFAC.

You will also generate daily and monthly reports, handle escalated issues, and serve as a back-up to the team manager, contributing to improvements in

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.
• Demonstrated proficiency in 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. (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.

Skills

Leadership

Fraud systems

Call center

Regulatory knowledge

Training/mentoring

Team management

Verbal communication

Written communication

Process improvement

Education

Bachelor's degree or equivalent education and related experience

Tools

Microsoft Office

Job description

Truist is seeking a Senior Fraud Operations Lead to guide a team of Analysts and Senior Analysts in daily operations, ensuring compliance with regulations and internal procedures. You will oversee workflow, call authentication, and mentoring, while maintaining up-to-date knowledge of complex regulatory frameworks such as BSA/AML and OFAC.

You will also generate daily and monthly reports, handle escalated issues, and serve as a back-up to the team manager, contributing to improvements in