CARD FRAUD/SERVICING REPRESENTATIVE

WHAT IS THE OPPORTUNITY?

The Card Ops & Fraud Services Representative is responsible for responding to and handling a broad range of complex operational tasks for all CNB clients and all levels of bank colleagues, delivering an exceptional client service experience aligned with our City National Brand promise while mitigating potential risk for the bank. The responsibilities of the position can include but are not limited to: identifying and notating fraudulent activity, reviewing and taking action on reports, ensuring compliance with bank regulations, communicating with internal and external clients, performing maintenance on and reviewing clients' accounts, data entry, processing requests from other departments. The position is in a fast paced and deadline driven environment. Requires attention to detail, high degree of accuracy, with the sense of urgency in daily processing while maintaining excellent client service. Responsible for maintaining operational integrity of credit cards through adherence to Bank and department policies and procedures. Work schedule will be assigned based on business operation needs, which may include swing shift, weekends and/or holiday schedules.

Banking and Investment Services Division
Banking and Investment Services plays an integral role in leading the strategic vision and execution of all banking operations. Our servicing and operations professionals partner closely with all of our lines of business to carry out critical functions, including client/deposit servicing, contact center operations, payments processing, and trade and lending operations, while identifying and mitigating risk throughout the organization. Servicing and operations professionals seek to transform and define an integrated support model through automation and cutting-edge digital technologies, to deliver an excellent experience for our clients and businesses.

WHAT WILL YOU DO?

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  Ensure the accurate review and dispositioning of real-time/near real-time card, Zelle and online Fraud Alerts across various fraud monitoring systems, creating fraud claims as necessary and validating fraudulent activity by communicating with clients, Relationship Managers, Business Managers, Authorized Agents and others via email, and phone as necessary.
• Provides guidance to clients or resolve escalations on issues requiring immediate attention with a focus on quality and informing Management and Relationship Managers of potential problem situations and issues requiring escalation via phone, email, and internal systems within established SLA’s.
• Sort, distribute and reviews daily reports / quality reviews to identify and verify potential fraudulent activities with clients while maintaining files and related logs
• Perform maintenance functions including but not limited to: closing cards / order replacements, accurate and timely processing of general monetary and non-monetary requests, payment processing via Quick Remit / source systems, review bankcard applications and approvals to ensure documentation is complete, process CNB1 form related maintenance requests and processing of entries to various credit card general ledger.
• Complies fully with and remains up to date on all Bank Operations and Credit policies and procedures as well as all regulatory requirements (e.g. Bank Secrecy Act, Know Your Client, Community Reinvestment Act, Fair Lending Practices, Code of Conduct, VISA rules and regulations, etc.) and product features.
• May need to provide temporary coverage during the alternate work schedule operation, which may include swing shift and/or weekends.
• Additional duties / tasks assigned by management.
  

WHAT DO YOU NEED TO SUCCEED

Must-Have*

• Minimum 1 years of banking experience
• Minimum 1 years of general office or accounting, or customer service experience
  

Skills and Knowledge

• Knowledge of banking operations including debit and credit cards, deposits, wire transfer, lost/stolen checks and cards, telephone transfers, stop payments, marketing support, new business referrals.
• Knowledge of mobile / online banking, Apple Pay or digital wallets, smart phones, tablets, remote deposit capture, and online bill payment.
• Strong customer service skills. Ability to remain calm and composed when dealing with challenging and highly charged situations.
• Excellent written/verbal communication skills.
• Ability to sit for prolonged periods of time.
• Must be flexible to handle multiple tasks simultaneously.
• Must be self-motivated and be capable of working both independently as well as in a team.
• Comprehensive knowledge in Windows desktop operating systems and MAC a plus.
• Ability to multi-task in a high paced environment while solving problems and finding solutions to meet our clients’ expectations and needs.
• Detail and process oriented, work comfortably with numbers, follow specific written and/or verbal instructions, and complete repetitive steps while maintaining a high degree of accuracy and the integrity of the data.
• Must be able to prioritize work efficiently and act with a sense of urgency to meet daily deadlines.
• Must be able to communicate effectively with internal and external clients via phone to answer inquiries and explain high-risk conditions requiring their processing instructions and/or approval decision.

Compensation

Starting base salary: $20.28 - $30.42 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

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  To be considered for this position you must meet at least these basic qualifications

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.

ABOUT CITY NATIONAL

We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.