Fraud Quality Review Analyst

$53,934 - $86,174/Yr

Royal Bank of Canada - Boise, ID

Full-time

Boise, ID

Credit Intermediation and Related Activities

About the position

The Fraud Quality Review Analyst plays a crucial role in ensuring the effectiveness and quality of work performed by Fraud Specialists. This position involves conducting internal quality reviews, including call samplings and case reviews, to guarantee that all specialists provide high-quality service while adhering to established processes and procedures. The analyst will also assist management in assessing performance and developing training materials to address any identified gaps.

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 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.
• Collaborate with leadership and training teams to develop and update training materials and procedures based on quality review findings.
• Highlight immediate compliance concerns and assist in generating standard process measurement reporting.

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 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 computer skills and written/verbal communication skills.
• Excellent interpersonal/customer service skills.
• Strong organizational and analytical skills.

Nice-to-haves

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

Benefits

• Bonus and/or commissions eligibility.
• Comprehensive benefits and perks as outlined by the company.