Enterprise Fraud Management Team Lead II

Job Title

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

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• 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.
• Identify process deficiencies and determine appropriate steps for remediation.
• Serve as back-up to team manager as needed.

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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 system
• Ability and willingness to work flexible hours, as required.
• Demonstrated leadership skills

Preferred Qualifications

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

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.