Job details

Card Fraud/Servicing Specialist

CARD FRAUD/SERVICING SPECIALIST

WHAT IS THE OPPORTUNITY?

A Card Fraud /Servicing Specialist Senior will handle inbound and outbound calls and take appropriate action based on transaction characteristics of greater complexity, near/real-time fraud monitoring utilizing multiple systems/applications to protect our client financial relationships, exercising judgment and decisions to prevent fraud usage. Working with fellow colleagues in this 24/7 environment to intake over 100,000 claims annually. Reviews daily reports to identify and verify potential fraudulent activities with clients. Close cards and order replacements as needed. Regularly communicates with external and internal clients. Support Reg. E/Z claim process by obtaining and entering accurate claim details into the claim management system. 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?

Perform real-time/near real-time card monitoring utilizing multiple systems/applications, exercising judgment and decisions, to prevent and detect fraud usage of ATM/Debit/Credit cards.
Reviews daily reports to identify and verify potential fraudulent activities with clients.
Close cards and order replacements as needed.
Regularly communicates with external and internal clients. Responding to calls from customers to explain card related services, procedures and policies.
Support Reg. E/Credit card claim process by entering claim details into database.
Perform review on deposited checks for negotiability and make hold decision for the fast deposit-mobile process.
May need to provide temporary coverage during the alternate work schedule operation, which may include swing shift and/or weekends.
Work with internal partners in Credit / Debit card operations, Corporate Security, Client Contact, Card Fraud Claims and Strategy.
Review Malware alerts utilizing multiple systems to decrypt, lock and review client activity to prevent unauthorized access to bank systems and to stop fraud.
Conduct review on ACH origination files to detect suspicious activity and determine risk based on individual behavior, making decisions to hold/release batches.
Perform miscellaneous duties as assigned by Leadership.

WHAT DO YOU NEED TO SUCCEED

Must-Have*

Bachelor's Degree Or Equivalent Experience
Minimum 1 year of call center experience.

Skills and Knowledge

Must be able to trouble shoot and resolve client concerns
Effective interpersonal, customer service and communication skills to interact effectively with all levels of bank personnel and clients.
Must possess desire to assist clients with a variety of client service-related issues in a fast-paced, independent, telephone based service environment with an emphasis on quality.
Ability to sit for prolonged periods of time.
Must be flexible to handle multiple tasks simultaneously.
Must be able to work accurately and effectively in a fast-paced, deadline-oriented environment.
Must be self-motivated and be capable of working both independently as well as in a team.
Experience using Microsoft Office (Excel, Word, Access)

Compensation

Starting base salary: $22.27 - $33.43 per hour. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

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.

Benefits and Perks

At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our Benefits and Perks.

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 Americas leading diversified financial services companies.