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Team Lead- Fraud Prevention (Fraud Hotline) - Consumer Banking, Houston, TX

Req #: 170108948
Location: Houston, TX, US
Job Category: Operations
Job Description:
The Consumer Banking Fraud Hotline provides general fraud assistance to bankers for suspicious transactions, check cashing, wires, new account openings, teller alerts, and transaction authorization above branch limits. The Fraud Hotline is the initial point of contact for all check fraud questions.
  • Manage, coordinate and direct the daily operations of a Fraud Hotline phone unit of non-exempt employees who are responsible for supporting various internal business units, internal and external clients
  • Manage the day to day operation for SLA's, AHT, ASA as well as error reports, long calls reports, red alerts and other operational tools for managing your teams performance effectively
  • Responsible for handling escalations, exception items and resolving complex issues
  • Responsible for the documentation, communication and training of new procedures to staff
  • Responsible for the coaching and development of staff
  • Direct reports include 17 -25 analyst assigned to various skill sets
  • Demonstrates a strong, ongoing focus on Service skills, Service Delivery and is responsible for achieving high survey response scores
  • Responsible for ownership and execution of Business Continuity and Disaster Recovery enactments
  • Identifies, recommends and implements new methods and procedures to ensure daily operations are more efficient and effective. 
  • Responsible for the timely reporting and initiation of tickets for system issues, downtime, etc.
  • Reviews and recommends system modifications to ensure compliance with regulatory requirements, process efficiency and loss mitigation.
  • Responsible for managing audit, compliance and risk to prevent and reduce loss and exposure; ensure adherence  to corporate accounting standards, risk and regulatory policies
  • Ensures assigned area is adequately staffed and all personnel are appropriately trained and developed.




  • REQUIRED:  Must be flexible on work schedule start time could range from 10:00 to 1:00 CST plus a Saturday.
  • REQUIRED: 3-5 years of full time employee development and management experience
  • 3+ years of leadership experience required
  • 3+ years of Financial Services experience required
  • Branch Banking or Branch Operations experience strongly preferred (Teller Supervisor or Assistant Branch Managers).
  • Fraud or research, adjustment experience preferred
  • Good analytical, verbal and written communication skills
  • Familiarity with project management preferred
  • Ability to follow complex methods and procedures in diverse routine and non-routine tasks
  • Ability to plan and prioritize
  • Problem solving and negotiations skills.
  • Bachelor's degree preferred


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