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Job description
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nNeed Help? (
nIf you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility ( ?subject=Accommodation%20request)
n(accommodation requests only; other inquiries won't receive a response).
nRegular or Temporary:
nRegular
nLanguage Fluency: English (Required)
nWork Shift:
n2nd Shift - 10% Automatic Pay Differential (United States of America)
nPlease review the following job description:
nProvide 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 timeframes, 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.)
nESSENTIAL DUTIES AND RESPONSIBILITIES
nFollowing 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.
nnnProvide leadership to a team of Analysts. This includes monitoring departmental workflow to achieve appropriate service levels and experience.
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nnMonitor call recordings for team to ensure proper caller authentication on all incoming and outgoing calls.
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nnTrain/Mentor new hires into the team and arrange for refresher training to existing teammates
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nnMaintain expert knowledge and understanding of all regulations to ensure any information provided is in 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.)
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nnMaintain expert knowledge and understanding of Enterprise Fraud Management processes to ensure any information provided is in compliance.
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nnProvide daily and monthly reporting on work volumes with explanations around any atypical spikes or trends.
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nnHandle escalated sensitive, complex and large financial, compliance or reputational issues where appropriate.
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nnIdentify process deficiencies and determine appropriate steps for remediation.
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nnServe as back-up to team manager as needed.
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n nQualifications
nRequired Qualifications
nThe 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.
nnnBachelor's degree, or equivalent education and related experience
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nn10 years of call center or fraud systems experience
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nnAbility to work independently with minimal supervision in a detailed and fast paced phone environment
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nnExceptional verbal and written communication skills
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nnDemonstrated proficiency in computer applications, such as Microsoft Office software products
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nnDemonstrated knowledge of fraud case management system
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nnAbility and willingness to work flexible hours, as required.
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nnDemonstrated leadership skills
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n nPreferred Qualifications
nnnBachelor's degree Bachelor's degree
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nnExtensive knowledge of bank operations and back-office procedures related to transactional operations and/or call center systems
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nnDemonstrated conflict resolution skills
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n nGeneral Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site (
n. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.
nTruist 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.
nEEO is the Law (
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nIER Right to Work (
Worksite address
charlotte, NC, 28245, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.