Payments Claim Specialist

PAYMENTS CLAIM SPECIALIST

WHAT IS THE OPPORTUNITY?

The Payment Claims Specialist is responsible for the investigation and processing of payment fraud claims and disputes with precision and quality. They must be confident when interacting directly with colleagues and clients via phone, letter or email to discuss claim decisions, obtain additional details or follow-up on existing claims within the regulatory defined guidelines, as well as, the banks policies and procedures. The incumbent will also be accountable for ensuring provisional and final credits are processed timely and accurately. In addition to other fraud department functions as assigned by management, which may include but are not limited to, reporting, quality reviews, identification of miss/near miss opportunities etc. A successful Payment Claim Specialist will be able to navigate multiple technologies while fulfilling business needs, providing a premiere client experience and has an in-depth knowledge of the various payment methods.

WHAT WILL YOU DO?

• Demonstrate resiliency and adaptability in a fast-paced environment

• Take ownership of each client interaction while treating them with respect and responding with empathy

• Approach problems logically and with good judgment to ensure the appropriate customer outcome

• Demonstrate personal excellence including punctuality, integrity, and accountability

• Comfortable in a metrics driven environment that requires the ability to prioritize and multitask

• Think critically and exercise independent judgement

• Requires knowledge of bank procedures and/or regulatory requirements to process transactions, such as claim provisional credits and/or debits to client accounts as needed

• Process tickets for chargeback credits, representment debits and pre-arb credits to the appropriate General Ledgers.

• Process and review various reports to track progress of the claims or perform necessary steps of actions as needed.

• Perform quality checks of claims for accuracy and feedback for the claim intake team.

• Performs additional duties as assigned.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications *

• Bachelor's Degree or equivalent

• Minimum 2 year of general office, back office banking or accounting experience required

• Advanced computer experience required (e.g. MS Word, Outlook and Excel)

Additional Qualifications

• Bachelor's Degree preferred

• Must work well in a team environment, as well as independently

• Must have a strong and positive work ethic and follow CNB core values

• Must be flexible and adapt quickly to change

• Ability to multi-tasks and meet specific performance goals

• Advanced Knowledge of PC functions in a Windows based environment

• Proficient in Excel and Word

• Effective written and oral communication skills to interact effectively with all levels of bank personnel and clients.

WHAT'S IN IT FOR YOU?

Compensation Starting base salary: $22.27 - $33.43 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.