Fraud Quality Review Specialist

4 days ago

New York, New York, United States City National Bank Full time
Fraud Quality Review Analyst

At City National Bank, we're committed to delivering exceptional client experiences and maintaining the highest standards of quality and compliance. As a Fraud Quality Review Analyst, you'll play a critical role in ensuring our Fraud Specialists are providing top-notch service to our clients while adhering to our processes and procedures.

Key Responsibilities:
  • Conduct quality reviews, including call samplings and other quality assurance functions, to ensure our Fraud Specialists are meeting our high standards.
  • Assist management in reviewing, assessing, and reporting on the effectiveness and quality of work performed by our Fraud Specialists.
  • Use our quality monitoring data management system to track performance at the team and individual levels.
  • Coach our Fraud Specialist team to deliver exceptional client experiences through exceptional customer service and optimal efficiency.
  • Generate, review, and follow up on daily reports to identify and verify potential fraudulent activities with clients.
  • Participate in the design of call monitoring formats and quality standards.
  • Prepare and analyze internal quality reports for management staff review.
  • Conduct research, trend findings, and highlight opportunities for training and system process improvements within the team.
  • Work collaboratively with leadership and the training team to develop and update training materials and procedures to address any gaps found during quality reviews.
  • Highlight immediate compliance concerns, assist in generating standard process measurement reporting, and develop quality guidelines and procedural manuals for our call center operation.
Requirements:
  • Bachelor's Degree or equivalent.
  • 7 years of experience in a Client Contact Center environment and/or customer service operations, with an emphasis in technical support.
  • 6 years working for a bank or financial institution.
Preferred Skills and Knowledge:
  • Excellent knowledge of CNB's online internet applications and systems and/or software associated within the Call Center.
  • Thorough knowledge of PC computing environments, experience with Call Center applications/systems, and experience using reporting/query tools.
  • Strong knowledge in MS Word, Excel, and Outlook.
  • Strong analytical skills required for identifying problems and finding solutions.
  • Excellent computer skills.
  • Excellent written/verbal communication skills.
  • Excellent interpersonal/customer service skills.
  • Strong organizational and analytical skills.
  • Ability to recognize client needs to identify and suggest changes or enhancements for CNB's online products and services.
  • Ability to interface in an effective and professional manner with clients, potential clients, and all levels of CNB colleagues.
  • Ability to function independently to resolve complex technical issues, PC and MAC user/experience (i.e. internet use, browser settings, internet security, web navigation/links, required).
  • Preferred candidates will have comprehensive knowledge of all aspects of banking operations and technical support.
Compensation:

Starting base salary: $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.

#LI-NW1

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