Fraud Operations Lead for Enterprise Support (2nd Shift)

Truist; Charlotte (NC); On-site; USD 95,000 - 125,000; Full time

Job summary

Truist seeks a seasoned leader to manage a team of Analysts and Senior Analysts in the Fraud Operations group on the 2nd shift. The role focuses on day-to-day operations, ensuring compliance with regulations, and maintaining customer trust by upholding high standards in caller authentication and incident handling.

You will mentor staff, monitor workflows, and deliver regular reporting while addressing complex, high-risk issues.

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.
• Proficiency with Microsoft Office products.
• Knowledge of fraud case management systems.

Responsibilities

• Provide leadership to a team of Analysts, Senior Analysts and/or Support Specialists.
• Monitor call recordings for proper caller authentication on all calls.
• Train and mentor new hires and provide refresher training.
• Maintain knowledge of applicable regulations to ensure compliance.
• Provide daily and monthly reporting on work volumes and trends.
• Handle escalated sensitive, complex fraud or reputational issues.
• Identify process deficiencies and implement remediation; serve as back-up to manager.

Skills

Leadership

Verbal & written comm.

Mentoring/Training

Independent worker

Regulatory knowledge

Process improvement

Flexible hours

Team leadership

Education

Bachelor's degree or equivalent

Tools

Fraud case management system

Microsoft Office

Job description

Truist seeks a seasoned leader to manage a team of Analysts and Senior Analysts in the Fraud Operations group on the 2nd shift. The role focuses on day-to-day operations, ensuring compliance with regulations, and maintaining customer trust by upholding high standards in caller authentication and incident handling.

You will mentor staff, monitor workflows, and deliver regular reporting while addressing complex, high-risk issues.