Fraud Quality Review Analyst

$53,934 - $86,174/Yr

Royal Bank of Canada - Richmond, VA

Full-time

Richmond, VA

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 at City National Bank. This position involves conducting internal quality reviews, analyzing performance data, and providing feedback to enhance service quality and compliance within the department. The analyst will collaborate with management to assess and report on the quality of work, coach team members, and develop training materials to address identified gaps.

Responsibilities

• Conduct quality reviews including call samplings and other quality assurance functions to ensure high-quality service.
• 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 efficiency.
• Generate, review, and follow up on daily reports to identify and verify potential fraudulent activities.
• Participate in the design of call monitoring formats and quality standards.
• Prepare and analyze internal quality reports for management review.
• Conduct research, trend findings, and highlight training opportunities within the team.
• Collaborate with leadership and training teams to develop and update training materials and procedures.
• Highlight 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 applications and systems.
• Thorough knowledge of PC computing environments and 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.

Nice-to-haves

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

Benefits

• Bonus and/or commissions eligibility.
• Comprehensive benefits package as detailed in the company's benefits overview.