Fraud Agent Team Lead

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.