Fraud Client Experience Senior

April 23, 2019
Atlanta, GA
Job Type


Assists in managing highly complex fraud client experience projects independently that cross multiple business units, divisions or states. Acts as a change agent. Serves as the project lead defining and executing projects regarding various client experience initiatives. May prepare business cases including financials and success factors for proposed operating and/or product changes. May conduct pilot tests of proposed operating and/or product changes. Responsible for managing project priorities and project results. Assists in developing strategy for education/training of teammates impacted by each client experience initiative. May develop and conduct training sessions within impacted teams. Identifies and deploys key metrics to enable continuous improvement. Fosters a culture of openness, collaboration, and continuous improvement. May lead training courses on process improvement techniques. Supports strategic improvement initiatives by identifying improvement opportunities with the application of various quantitative and/or qualitative assessment methods to objectively evaluate results. Interprets internal/external business challenges and recommends best practices. Uses sophisticated analytical thought to exercise judgment and identify innovative solutions.

Creates internal and external fraud related communications. Reviews client experience metrics as they relate to Fraud Operations and develops actionable responses. Collaborates with teams inside Fraud Operations as well as lines of business and functions across the Bank. Partners with Client Advocacy group to pursue initiatives derived from Client Feedback and may be asked to report out on those initiatives within C level meetings. May provide guidance to other team members. Does not manage people at this level.

Other Professional

Primary Location
GA-Atlanta Area

Work Locations
Marquis Two


Equal Opportunity Employer: SunTrust supports a diverse workforce and is a Drug Testing and Equal Opportunity Employer. SunTrust does not discriminate against individuals on the basis of race, creed, color, gender, religion, national origin

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Basic Requirements

  • Expert knowledge of the business unit and related industry
  • Experience on project teams
  • Experience managing a segment of the project work
  • Demonstrated ability to achieve desired results
  • Excels in problem-solving, partnership, communications, persuasion, and negotiation

Preferred Requirements

  • Previous fraud related experience
  • Previous process design and documentation experience
  • Previous consulting or consultative type role experience.

Company Description

Message from Chairman and CEO Bill Rogers:

Welcome to SunTrust. We are an organization driven by purpose and a personal touch. We are passionate about Lighting the Way to Financial Well-Being, helping clients, teammates and communities achieve financial confidence.

As one of the nation's largest and strongest financial services companies, we offer a full suite of products and services designed to meet the needs of our consumer, business, corporate and institutional clients.

We know that financial stress is prevalent in America, across all income levels. That’s why we launched the onUp Movement—to inspire everyone to move from financial stress to confidence by taking the first step.

You can’t fully enjoy life if you are worried about money. Ready to get started? Join the Movement—we’re here to help.

This content is general in nature and does not constitute legal, tax, accounting, financial or investment advice. You are encouraged to consult with competent legal, tax, accounting, financial or investment professionals based on your specific circumstances. We do not make any warranties as to accuracy or completeness of this information, do not endorse any third-party companies, products, or services described here, and take no liability for your use of this information.

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