Fraud Quality Review Analyst

$53,934 - $86,174/Yr

Royal Bank of Canada - Dover, DE

Full-time

Dover, DE

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 service provided to clients, ensuring adherence to established processes and procedures.

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.
• 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 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 and trend analysis to identify training and process improvement opportunities.
• 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 of experience working for a bank or financial institution.
• Excellent knowledge of CNB's online applications and systems related to the Call Center.
• 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 effectively 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 eligibility for bonuses and commissions.
• Comprehensive benefits package including health insurance, retirement plans, and paid time off.