Job Description
Overview
The Fraud Agent Team Lead oversees a team of agents responsible for conducting thorough reviews of fraud alerts, engaging with customers and frontline bank staff in a professional and timely manner, and ensuring accurate, efficient resolution of fraud cases within a call‑center environment. This role provides day‑to‑day guidance, quality oversight, coaching, and escalated support while ensuring the team follows regulatory requirements, internal policies, and customer‑experience standards. The Team Lead serves as the escalation point for challenging cases and works cross‑functionally to strengthen fraud‑mitigation efforts.
What You’ll Do
- Team Leadership & Support
- Lead, coach, and develop fraud agents, offering feedback on call quality, investigation accuracy, and customer communication.
- Serve as a working manager by supporting daily alert processing during high‑volume periods while overseeing workload distribution, productivity, and case quality to maintain regulatory and internal standards.
- Support onboarding and skill development related to fraud processes, investigation tools, and customer-contact best practices.
- Act as the primary resource for escalation of complex or sensitive situations, applying sound judgment and delivering clear updates and actionable recommendations to frontline staff and departmental leadership.
- Fraud Investigation and Oversight
- Conduct and oversee investigations involving suspected fraud across various channels (deposits, debit cards, digital banking, ACH, wires, etc.).
- Authorize and execute account‑level protective actions, including disabling online banking access, restricting accounts, and placing holds on checks when fraud is suspected or confirmed.
- Review high‑risk transactions, such as mobile and ATM deposits, to identify potential fraud and take appropriate action.
- Oversee the accurate documentation of all investigative actions and findings within the fraud management platform.
- Ensure all investigations comply with bank policies, regulatory requirements, and industry best practices.
- Customer Interaction
- Communicate directly with customers to gather information, explain findings, and provide empathetic professional support throughout the process.
- Coach investigators on delivering clear, empathetic, and professional communication to customers impacted by fraud.
- Handle escalated or sensitive customer calls — both inbound and outbound — delivering clear explanations, empathy, and professional guidance.
- Ensure agents make timely outbound calls to gather information, verify activity, and update customers on case status.
- Ensure branch and inbound customer inquiries are resolved accurately, promptly, and in alignment with customer‑service expectations.
- Collaboration
- Escalate critical and large‑dollar fraud events, as well as emerging fraud trends, communicating timely insights to leadership.
- Collaborate with the Fraud Operations Manager and other fraud team leads to improve customer contact processes and reduce friction in fraud‑related interactions.
- Partner with Legal, Corporate Security, and Compliance to gather information, support case development, and respond to law enforcement or court‑ordered requests.
- Collaborate with internal departments—such as Online Banking, Card Services, Deposit Operations, and Branch Leadership—to resolve cases and strengthen fraud‑mitigation processes.
- Reporting and Compliance
- Prepare and deliver regular reporting on fraud alerts, transaction reviews, and team performance.
- Verify the team’s adherence to regulatory requirements, internal policies, and established operational procedures.
- Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.
- Ensure all actions comply with bank policies, regulatory requirements, and industry best practices.
- Escalate to departmental leadership any issues requiring approvals beyond assigned authority, as well as any matters that could negatively impact United Community Bank.
Other Duties: This job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
Requirements For Success
- Associate or Bachelor’s degree preferred; Equivalent combination of education and relevant financial‑crimes experience may be considered in lieu of a degree.
- Minimum of 5 years’ work experience in fraud investigation.
Required Skills:
- Strong analytical abilities with a focus on quickly and accurately identifying trends and patterns.
- Demonstrated leadership and people‑management capabilities.
- High attention to detail and strong organizational abilities.
- Excellent communication skills.
- Proficiency with investigative tools, technologies, and related software.
- Strong customer‑service orientation, with a commitment to delivering a positive experience to customers affected by fraud by demonstrating empathy and professionalism.
- Ability to make sound judgments in moderately complex situations and provide well‑supported recommendations.
- Knowledge of BSA/AML/OFAC regulations and adherence to all applicable requirements.
- Knowledge of Regulation E and NACHA rules, with consistent compliance to both.
- Understanding of Regulation CC and Federal Reserve retur timeframes.
- Understanding of card‑network rules and regulations.
Preferred Skills:
- Prior leadership, coaching, or team lead experience preferred.
- Call center experience.
- Possesses in‑depth knowledge of the Core platform and related internal banking systems, including (but not limited to) Director, Wires, ACH, Online Banking, Debit Cards, Research/Returns, and File Maintenance.
- Experience with key fraud and security platforms, including Verafin, EWS, and Ensenta.
- Familiarity with Service Now.
Supervisory Responsibility: This position does manage employees.
Conditions of Employment
- Must be able to pass a criminal background & credit check
Position Type: This is a full-time position.
FLSA Status: Exempt
Ready to take your career to the next level? Apply now and become a vital part of our team!
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.