Card Fraud/Servicing Lead

2 months ago

Newark, United States City National Bank Full time
CARD FRAUD/SERVICING LEAD

Hybrid Schedule 2 days in office- 3 days remote

Schedule Tuesday - Saturday 9pm - 6am EST

WHAT IS THE OPPORTUNITY?

The Card Fraud/Servicing Lead will monitor the workflow of colleagues who handle inbound and outbound calls, as well as, perform near/real-time fraud monitoring utilizing multiple systems, exercising judgment, conducting research and executing decisions, to prevent fraud usage in a 24/7 environment. The CFS Lead will support all department functions as needed. Responsible for training, motivating and supporting colleagues; handling escalated client calls, reviewing daily work and reports, to identify and verify potentially fraudulent activities with clients. Regularly communicates with external and internal clients. Responding to calls from customers to explain card related services, procedures and policies. Support Reg. E/Z claim and dispute processes by entering claim details into database. Work schedule will be assigned based on business operation needs, which may include swing shift, weekends and/or holiday schedules.

What you will do

Perform near/real-time fraud monitoring utilizing multiple systems/applications, exercising judgment and decisions, to prevent and detect fraud usage of ATM/Debit/Commercial and Consumer Credit cards/Zelle/RTP/Bill pay/External Transfer. Reviews daily reports to identify and verify potential fraudulent activities with clients. Close cards and order replacements as needed. Regularly communicates with external and internal clients. Responding to calls from customers to explain card related services, procedures and policies. Support Reg. E/Z claim and dispute processes by entering claim details into claim system. Perform review on deposited checks for negotiability and make hold decision for the fast deposit-mobile process. Work schedule will be assigned based on business operation needs, which may include swing shift, weekends and/or holiday schedules. Review reports and document coaching opportunities to be reviewed by Leadership and addressed with colleagues Perform miscellaneous duties as assigned by Leadership.
Must-Have*
Minimum 3 years of branch or back office banking experience required. Minimum 1 year of general office or accounting experience required.
Skills and Knowledge
Must be able to trouble shoot and resolve client concerns Effective interpersonal, customer service and communication skills to interact effectively with all levels of bank personnel and clients. Must possess desire to assist clients with a variety of client service-related issues in a fast-paced, independent, telephone based service environment with an emphasis on quality. Ability to sit for prolonged periods of time. Must be flexible to handle multiple tasks simultaneously. Must be able to work accurately and effectively in a fast-paced, deadline-oriented environment. Must be self-motivated and be capable of working both independently as well as in a team. Experience using Microsoft Office (Excel, Word, Access)
Compensation

Starting base salary: $25.93 - $41.43 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Benefits and Perks

At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our Benefits and Perks.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.'

ABOUT CITY NATIONAL

We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies.

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