Card Fraud and Servicing- QA Call Analyst

Overview:

CARD FRAUD AND SERVICING- QA CALL ANALYST

WHAT IS THE OPPORTUNITY?

The applicant is responsible for reviewing, assessing, and reporting on the effectiveness and quality of work performed by Card Fraud Specialists and Fraud Operations. The applicant will conduct internal review audits, call samplings, and any other quality assurance functions to ensure that colleagues are providing high quality service to our clients and meeting control requirements.

WHAT WILL YOU DO?

• Conduct internal review audits, call samplings and any other quality assurance functions to ensure that colleagues are providing high quality service to our clients and meeting control requirements by analyzing calls and alerts, documenting findings and providing feedback.
• Assist management in reviewing, assessing, and reporting on the effectiveness and quality of work performed by colleagues.
• Utilize quality monitoring data management system to compile and track performance at team and individual level
• Provide feedback to colleagues to successfully deliver a premier client experience through exceptional customer service and optimal efficiency.
• Participates in the design of call monitoring formats and quality standards.
• Prepares and analyzes internal quality reports for management staff review.
• Perform other duties as required or assigned.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

• Bachelor's Degree or equivalent
• Minimum of 3 years of experience in a Client Contact Center environment
• Minimum of 3 years of customer service in a financial institution or fraud operations

Additional Qualifications

• Excellent knowledge of CNB’s online internet applications and systems and/or software associated with the Call Center.
• Strong analytical critical thinking and analytical skills, with the ability to identify process gaps and recommend improvements
• Ability to interpret policies, procedures, and regulatory requirements
• Thorough knowledge of PC computing environments, experience with Call Center applications/systems, and experience using reporting/query tools.
• Strong knowledge of Microsoft applications
• Strong analytical skills are required for identifying problems and finding solutions.
• Excellent written/verbal communication skills.
• Excellent interpersonal/customer service skills.
• Ability to recognize clients’ 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 produce effective results both independently and as a team
• Ability to multi-task in a high paced environment.

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

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.