Fraud Quality Review Analyst

$53,934 - $86,174/Yr

Royal Bank of Canada - Sacramento, CA

Full-time - Mid Level

Sacramento, CA

Credit Intermediation and Related Activities

About the position

The Fraud Quality Review Analyst plays a crucial role in ensuring the quality and effectiveness of work performed by Fraud Specialists. This position involves conducting internal quality reviews, analyzing performance data, and providing feedback to enhance service quality. The analyst will collaborate with management to assess and report on the team's performance, ensuring compliance with established standards and procedures.

Responsibilities

• Conduct quality reviews including call samplings and other quality assurance functions to ensure high-quality service by Specialists.
• Assist management in reviewing, assessing, and reporting on the effectiveness and quality of work performed by Specialists.
• Use quality monitoring data management systems to compile and track performance at team and individual levels.
• Coach the Fraud Specialist team to deliver exceptional customer service and optimal efficiency.
• Generate, review, and follow up on daily reports to identify and verify potential fraudulent activities with clients.
• Participate in the design of call monitoring formats and quality standards.
• Prepare and analyze internal quality reports for management staff review.
• Conduct research, trend findings, and highlight opportunities for training and system process improvements within the team.
• Collaborate with leadership and training teams to develop and update training materials and procedures to address gaps found during quality reviews.
• Highlight immediate compliance concerns and assist in generating standard process measurement reporting and developing quality guidelines.

Requirements

• 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.
• Excellent knowledge of CNB's online internet applications and systems and/or software associated with the Call Center.
• Thorough knowledge of PC computing environments and experience with Call Center applications/systems.
• Strong knowledge in MS Word, Excel, and Outlook.
• Strong analytical skills for identifying problems and finding solutions.
• Excellent written/verbal communication skills.
• Excellent interpersonal/customer service skills.
• Strong organizational and analytical skills.
• Ability to recognize client needs and suggest changes or enhancements for CNB's online products and services.
• Ability to interface effectively and professionally with clients and colleagues at all levels.
• Ability to function independently to resolve complex technical issues.

Nice-to-haves

• Comprehensive knowledge of all aspects of banking operations and technical support.

Benefits

• Competitive salary with bonus and/or commissions eligibility.
• Comprehensive benefits package including health insurance, retirement plans, and paid time off.