Fraud Quality Review Analyst

$53,934 - $86,174/Yr

Royal Bank of Canada - Raleigh, NC

Full-time

Raleigh, NC

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 fraud department. The analyst will collaborate with management to assess 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 of work performed by Specialists.
• Compile and track performance data using quality monitoring systems at both team and individual levels.
• Coach Fraud Specialist team to deliver exceptional customer service and efficiency.
• Generate, review, and follow up on daily reports to identify potential fraudulent activities.
• Participate in designing call monitoring formats and quality standards.
• Prepare and analyze internal quality reports for management review.
• Conduct research and highlight opportunities for training and process improvements.
• Collaborate with leadership and training teams to update training materials and procedures.
• Address immediate compliance concerns and develop quality guidelines for call center operations.

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 problem identification and solution finding.
• Excellent written and verbal communication skills.
• Excellent interpersonal and customer service skills.
• Strong organizational and analytical skills.
• Ability to recognize client needs and suggest enhancements for online products and services.
• Ability to interface 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.