ESSENTIAL DUTIES AND RESPONSIBILITIES
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. 

1. Provide leadership to a team of Analysts. This includes monitoring departmental workflow to achieve appropriate service levels and experience.
2. Monitor call recordings for team to ensure proper caller authentication on all incoming and outgoing calls.
3. Train/Mentor new hires into the team and arrange for refresher training to existing teammates
4. Maintain 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.)
5. Maintain expert knowledge and understanding of Enterprise Fraud Management processes to ensure any information provided is in compliance.
6. Provide daily and monthly reporting on work volumes with explanations around any atypical spikes or trends.
7. Handle escalated sensitive, complex and large financial, compliance or reputational issues where appropriate.
8. Demonstrate appropriate decision making and handling of all skill levels and team functions.
9. Serve as back-up to team manager as needed.
QUALIFICATIONS
Required Qualifications:
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.

1. Associates' degree, or equivalent education and related experience
2. 3 years of banking experience
3. 5 years of call center or fraud systems experience
4. Ability to work independently with minimal supervision in a detailed and fast paced phone environment
5. Exceptional verbal and written communication skills
6. Demonstrated proficiency in computer applications, such as Microsoft Office software products
7. Demonstrated knowledge of fraud case management system
8. Ability and willingness to work flexible hours, as required.
9. Demonstrated leadership skills

Preferred Qualifications:
1. Bachelor's degree
2. 10 years of banking, call center and/or fraud systems experience
3. Extensive knowledge of bank operations and back-office procedures related to transaction processing
4. Demonstrated conflict resolution skills