Lead, Enterprise Fraud Operations & Compliance

Hbcu Connect, Llc; Charlotte (NC); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life insurance

Disability protection

401k plan

Job summary

Truist in Charlotte, NC is seeking a hands-on Fraud Operations Team Lead to oversee a group of Analysts, Senior Analysts and Support Specialists. The role focuses on day-to-day operations of the EFM team, ensuring compliance with regulations and service levels, and safeguarding client experience against fraud and reputational risk.

Key duties include leading the team, monitoring call recordings, mentoring new hires, staying current on applicable regulations, and producing regular workload

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
• Demonstrated proficiency in computer applications, such as Microsoft Office software products
• Demonstrated knowledge of 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.
• 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.
• Demonstrate appropriate decision making and handling of all skill levels and team functions.
• Serve as back-up to team manager as needed.

Skills

Verbal & written communication

Leadership

Independent work

Attention to detail

Microsoft Office proficiency

Fraud/case management systems

Education

Associate degree or equivalent

Bachelor’s degree (preferred)

Job description

Truist in Charlotte, NC is seeking a hands-on Fraud Operations Team Lead to oversee a group of Analysts, Senior Analysts and Support Specialists. The role focuses on day-to-day operations of the EFM team, ensuring compliance with regulations and service levels, and safeguarding client experience against fraud and reputational risk.

Key duties include leading the team, monitoring call recordings, mentoring new hires, staying current on applicable regulations, and producing regular workload