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Fraud Quality Review Analyst
2 months ago
Will conduct Internal Reviews, Call Samplings and any other quality assurance functions in the department to ensure that all Specialists are providing high quality service to our clients
What you will do Conduct Internal Review audits, Call Samplings and any other quality assurance functions in the department to ensure that all Specialists are providing high quality service to our clients by analyzing, and providing feedback
Assist management in reviewing, assessing, and reporting on the effectiveness and quality of work performed by Specialists
Uses quality monitoring data management system to compile and track performance at team and individual level Coach Card Fraud Specialist team to successfully deliver a premier client experience through exceptional customer service and optimal efficiency
Generate, review and follow up on daily reports to identify and verify potential fraudulent activities with clients
Participates in design of call monitoring formats and quality standards
Prepares and analyzes internal quality reports for management staff review
Perform the duties of a Card Fraud Specialist when needed, which may include taking inbound client calls or escalated calls for resolution
Perform other duties as required or assigned
Must-Have* 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 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
Must have the 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 remain calm when interacting with clients in difficult situations
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
Ability to multi-task in a high paced Call Center environment
Preferred candidates will have comprehensive knowledge of all aspects of banking operations and technical support
Comprehensive knowledge of the Call Center’s CARES telephony soft-phone system and Pin Drop fraud detection system preferred
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.
