Card Fraud/Servicing Lead

CARD FRAUD/SERVICING LEAD

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 WILL YOU 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.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications *

• Minimum 3 years of branch or back office banking experience required.

• Minimum 1 yr. of general office or accounting experience required.

Additional Qualifications

• 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)

WHAT'S IN IT FOR YOU?

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.

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 including:

• Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date

• Generous 401(k) company matching contribution

• Career Development through Tuition Reimbursement and other internal upskilling and training resources

• Valued Time Away benefits including vacation, sick and volunteer time

• Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs

• Career Mobility support from a dedicated recruitment team

• Colleague Resource Groups to support networking and community engagement

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ABOUT US

Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.

Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.