Job Description

CARD FRAUD AND SERVICING- QA CALL ANALYST

WHAT IS THE OPPORTUNITY?

The Quality Review Analyst is responsible in assisting in reviewing, assessing, and reporting on the effectiveness and quality of work performed by Fraud Specialists. Will conduct internal quality reviews including but not limited to call samplings, case reviews and any other quality review functions in the department to ensure that all Fraud specialists are providing high quality service to our clients while following processes and procedures.

What you will do

• Conduct quality reviews including 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 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.
• Conduct research, trend findings, and highlight opportunities for training and system process opportunities within the team
• Work collaboratively with leadership and training team to develop and update training materials to address any gaps found in quality reviews.
• Highlighte immediate compliance concerns, assisting in generating standard process measurement reporting, and developing quality guidelines and procedural manuals for our call center operation.
• 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 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: $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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