Card Fraud/Servicing Specialist Senior

CARD FRAUD/SERVICING SPECIALIST SENIOR

WHAT IS THE OPPORTUNITY?

A Card Fraud /Servicing Specialist Senior will handle inbound and outbound calls and take appropriate action based on transaction characteristics of greater complexity, review near/real-time fraud monitoring utilizing multiple systems/applications to protect our client financial relationships, exercising judgment and decisions to prevent fraud usage. Working with fellow colleagues in this 24/7 environment to intake over 100,000 claims annually. 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. Support Reg. E/Z claim process by obtaining and entering accurate claim details into the claim management system. Work schedule will be assigned based on business operation needs, which may include swing shift, weekends and/or holiday schedules. Assist the Leadership Team in tasks designed to support operational excellence.

WHAT WILL YOU DO?

• Perform real-time/near real-time card monitoring utilizing multiple systems/applications, exercising judgment and decisions, to prevent and detect fraud usage of ATM/Debit/Credit cards.
• 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/Credit card claim process by entering claim details into database.
• Perform review on deposited checks for negotiability and make hold decision for the fast deposit-mobile process.
• May need to provide temporary coverage during the alternate work schedule operation, which may include swing shift and/or weekends.
• Work with internal partners in Credit / Debit card operations, Corporate Security, Client Contact, Card Fraud Claims and Strategy.
• Review Malware alerts utilizing multiple systems to decrypt, lock and review client activity to prevent unauthorized access to bank systems and to stop fraud.
• Conduct review on ACH origination files to detect suspicious activity and determine risk based on individual behavior, making decisions to hold/release batches.
• Perform miscellaneous duties as assigned by Leadership.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

• Minimum 2 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: $24.46 - $36.69 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

Get a more detailed look at our Benefits and Perks .

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 About Us .

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.