Fraud Operations Lead: Enterprise Management

Truist Financial Corporation; Atlanta (GA); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401k plan

Vacation days

Sick days

Holidays

Job summary

Truist is seeking a senior operations leader in Atlanta to guide a team of Analysts and Senior Analysts responsible for day-to-day EFM operations. You will drive adherence to service levels, review call recordings for authentication, and mentor staff while ensuring compliance with regulations such as Regulation E, BSA/AML, and OFAC.

You will analyze workflow, deliver regular reports, and resolve high-risk issues, serving as a back-up manager when needed.

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 environment.
• Exceptional verbal and written communication skills.
• Proficiency with Microsoft Office software.
• Knowledge of fraud case management systems.
• Willingness to work flexible hours.
• Demonstrated leadership skills.

Responsibilities

• Provide leadership to a team of Analysts and Senior Analysts.
• Monitor call recordings to ensure proper caller authentication.
• Train and mentor new hires on the team.
• Maintain knowledge of applicable regulations to ensure compliance.
• Provide daily and monthly reporting on work volumes.
• Address escalated sensitive or complex issues.
• Identify process deficiencies and remediation steps.
• Serve as back-up to the team manager as needed.

Skills

Leadership

Communication

Training

Regulatory knowledge

Reporting

Problem solving

Team supervision

Decision making

Independence

Fraud domain knowledge

Education

Bachelor's degree or equivalent

Tools

Fraud case management system

MS Office

Job description

Truist is seeking a senior operations leader in Atlanta to guide a team of Analysts and Senior Analysts responsible for day-to-day EFM operations. You will drive adherence to service levels, review call recordings for authentication, and mentor staff while ensuring compliance with regulations such as Regulation E, BSA/AML, and OFAC.

You will analyze workflow, deliver regular reports, and resolve high-risk issues, serving as a back-up manager when needed.