Fraud Quality Review Analyst

$53,934 - $86,174/Yr

Royal Bank of Canada - Newark, DE

Full-time - Entry Level

Newark, DE

Credit Intermediation and Related Activities

About the position

The Fraud Quality Review Analyst at City National Bank 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 delivery and compliance within the fraud prevention team.

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.
• Utilize quality monitoring data management systems to compile and track performance at both 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 with clients.
• 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 based on quality review findings.
• Highlight immediate compliance concerns and assist in generating standard process measurement reporting.

Requirements

• Bachelor's Degree or equivalent experience.
• 7 years of experience in a Client Contact Center environment and/or customer service operations, with an emphasis on technical support.
• 6 years of experience working for a bank or financial institution.
• Excellent knowledge of CNB's online 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 written and verbal communication skills.
• Excellent interpersonal and 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 with clients and colleagues at all levels.

Nice-to-haves

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

Benefits

• Competitive salary with potential for bonuses and commissions.
• Comprehensive benefits package including health insurance, retirement plans, and paid time off.