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JOB DESCRIPTION

As a leading regional bank, SouthState has been providing financial solutions to individuals, families, and businesses in the Southeast for more than 100 years. SouthState team members strive to create remarkable experiences while building meaningful and lasting relationships. We are proud to be a reflection of the communities we serve, and our team members share core values that make SouthState a great place to bank, and a great place to work.

SUMMARY/OBJECTIVES

Responsible for supporting our Treasury Management clients and team members with confirmed or suspected fraud. The TM Fraud Analyst Team Lead will use exemplary customer services skills to prevent client fraud losses, support clients victimized of fraud, and provide exceptional client experiences during stressful conditions. This position monitors the performance of the Treasury Management Client Support Specialists as it relates to fraud to provide coaching opportunities to the Treasury Management Client Support Team Leads. This position ensures Treasury Management documentation, internal processes, and procedures are compliant with regulatory guidelines. This individual is responsible for scheduling, workload distribution, task management, and employee development. Partners with Treasury Management Leadership and Fraud Intelligence Unit (FIU) to ensure roles and responsibilities are clearly communicated and documented so stakeholders have a clear understanding of department procedures and processes that may be impactful.

ESSENTIAL FUNCTIONS

  • Supervise daily production of staff including coaching, professional skills development, policy and procedure adherence, and department metrics measurements.
  • Work independently to ensure tasks are complete and on schedule.
  • Manage and assist staff as it relates to procedures, corresponding changes within the department.
  • Assists with escalated client fraud issues which may include emails, phone calls & support tickets from either TM Clients and/or bank employees.
  • Partner with FIU to help analyze and investigate account transactions to identify undetected fraud and/or correlated activities such as a series of highly suspicious activity leads to ultimate fraud.
  • Receive escalated, high risk inbound calls from TM Support in addition performing outbound client calls for further authentication and research.
  • Research, manage, and close Pindrop fraud cases and escalate to Senior Management when necessary.
  • Reviews, identifies, and deters fraudulent activity to reduce fraud losses while focusing on the client experience and protection.
  • Maintains and follows through on customer contact regarding changes, additions, and other issues as it relates to fraud.
  • Assist with accepting inbound calls and emails from Treasury Management clients when necessary.
  • Accurately document incidents in a timely manner.
  • Ability to build relationships within the bank and with external vendors to maintain a high level of service.
  • Acknowledge areas that need improvement, determine the goal and build the steps required to attain it.
  • Participates with hiring new team members, and disciplinary action when required.
  • Conduct timely performance evaluations.
  • Conduct one-on-one meetings with direct reports.
  • Performs other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES

  • Excellent communication skills
  • Commitment to provide excellent customer service
  • General banking knowledge
  • Requires strong knowledge of personal computer, Microsoft Office and other software used in department.
  • Must be able to prepare documents and compose business letters and memorandums.
  • Must have good knowledge of business English, spelling and punctuation.
  • Requires knowledge of office practices, procedures and general office machines.

Qualifications, Education, and Certification Requirements

  • Education: High School Diploma, GED or equivalent education.
  • Experience: 3-5 years related experience as Team Leader or Supervisor (Treasury Management, Commercial Call Center, Client Service, Operations); Previous banking experience required. Previous work experience in a fraud related field preferred.
  • Certifications/Specific Knowledge: MS office expertise, Ability to read, write, speak and understand English; Knowledge of Treasury Management products / services, account analysis and online banking systems is preferred. Excellent written/oral communications skills; Proven success in problem analysis and resolution; Strong attention to detail and accuracy; Strong organization skills; Ability to manage multiple detailed work assignments with a high degree of accuracy.

TRAINING REQUIREMENTS/CLASSES

Required annual compliance training, New Employee Orientation

PHYSICAL DEMANDS

Must be able to effectively access and interpret information on computer screens, documents, and reports. This position requires a large amount of time in front of a computer. This can be done sitting or standing with use of the right desk. 

WORK ENVIRONMENT

This position is in a cubicle environment that may be loud throughout the day. 

TRAVEL

Travel may be required to come to meetings as needed.

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Confirmed 22 hours ago. Posted 23 days ago.

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