Fraud Management Team Lead II

Regular, full-time position. Fluency in English required. 1st shift (United States of America).

About the role

Provide leadership and support to a team of Analysts, Senior Analysts, and/or Support Specialists responsible for day-to-day operations of an assigned Enterprise Fraud Management (EFM) team. Lead team communications and workflow distribution to ensure full compliance with all guiding timeframes, service levels, regulations, and internal procedures. Recommend solutions for identified areas of opportunity and assist with implementation. Actions directly impact bank fraud client experience as well as reputational, compliance, and operational risk.

Responsibilities

• Provide leadership to a team of Analysts, including monitoring departmental workflow to achieve appropriate service levels and client experience.
• Monitor call recordings for the team to ensure proper caller authentication on all incoming and outgoing calls.
• Train and mentor new hires and arrange refresher training for existing teammates.
• Maintain expert knowledge and understanding of all relevant regulations to ensure 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 of Enterprise Fraud Management processes to ensure compliance.
• Provide daily and monthly reporting on work volumes with explanations for any atypical spikes or trends.
• Handle escalated sensitive, complex, and large financial, compliance, or reputational issues.
• Identify process deficiencies and determine appropriate steps for remediation.
• Serve as backup to the team manager as needed.

Requirements

• Bachelor’s degree or equivalent education and related experience.
• 10 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 systems.
• Ability and willingness to work flexible hours as required.
• Demonstrated leadership skills.

Preferred Qualifications

• Bachelor’s degree.
• Extensive knowledge of bank operations and back-office procedures related to transactional operations and/or call center systems.
• Demonstrated conflict resolution skills.

Benefits

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits. Truist offers:

• Medical, dental, and vision insurance.
• Life insurance, disability, and accidental death and dismemberment coverage.
• Tax-preferred savings accounts and a 401k plan.
• No less than 10 days of vacation (prorated based on date of hire and full-time/part-time status) during the first year of employment, along with 10 sick days and paid holidays.
• Depending on the position and division, eligibility for a defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.