Analysis Skills, Banking Regulations, Banking Services, Budget Management, Call Center Operations, Call Monitoring, Coaching, Communication Skills, Community Support, Cost Control, Customer Relations, Customer Support/Service, Dental Insurance, Documentation, Employee Terminations, Entrepreneurship, Establish Priorities, Financial Services, Health Plan, Human Resources, Inbound Call Centers, Interpersonal Skills, Loan Structuring, Mentoring, Network Support, Operational Support, Operations Management, Organizational Skills, Outbound Call Centers, People Management, Performance Reviews, Presentation/Verbal Skills, Problem Solving Skills, Regulatory Compliance, Regulatory Requirements, Resolve Customer Issues, Staff Development, Staff Motivation, Team Player, Time Management, Vision Plan, Workforce Management, Writing Skills
SUPERVISOR I CARD FRAUD/SVCG
WHAT IS THE OPPORTUNITY?
The Card Fraud /Servicing Supervisor is responsible for effectively managing, developing, mentoring and motivating colleagues involved in Card Servicing and fraud prevention functions that include inbound and outbound call center and/or back office operations in a 24/7 environment. Responsible for the completion of call monitoring, team meetings, documenting employee development plans, ensuring feedback provided is accurate, complete, timely and provides the guidance necessary to ensure colleagues accomplish their goals. Responsible for ensuring the operational integrity of assigned function and adherence to Bank policies and procedures with a primary focus on daily workforce / workflow management. Responsible for building and maintaining relationships with internal and external customers while providing exemplary customer service.
WHAT WILL YOU DO?
- Supervises the daily activities of assigned functional area; prioritizing; completing multiple activities; resolves problems as they arise.Supervises, trains, coaches and motivates staff; assists and directs staff as needed to ensure productivity and service levels are met.
- Ensures activities are in compliance with legal/regulatory requirements and CNB policy and procedure.Proactively identifies, researches and recommends policies and procedures changes to reduce costs, streamline operations and/or increase efficiency.
- Participates in and completes bank-wide projects.Integrates activities with other departments to accomplish common goals.
- Maintains up-to-date knowledge of Bank policies and procedures.
- Serves as resource to internal and external customers; ensures quality customer service and effective and efficient operational support.
- Ensures assigned employees are in compliance with specified CNB compliance guidelines.Prepares, monitors and manages budget for assigned function.
- Under the direction of management, performs human resource duties, including hiring, firing, performance reviews and counseling.Performs other duties as assigned or requested.
WHAT DO YOU NEED TO SUCCEED?
Required Qualifications*
- Bachelors Degree or equivalent
- Minimum 5 years of call center or fraud operations experience in a banking or financial services environment
- Minimum 2 years of supervisory experience
Additional Qualifications
- Ability to work independently and to adapt to various work-paces while always maintaining a high-level of attentiveness and confidentiality of sensitive information.
- Ability to participate in the development and enhancement of general processes and/or coaching procedures that will support productivity.
- Ability to recognize and reward successes and accomplishments.
- Ability to make independent decisions and quickly assist colleagues with resolving client service issues, inquiries, and complaints.
- Must be capable of working well independently and in teams.
- Ability to handle problem situations with colleagues and clients effectively.
- Knowledge of regulatory requirements and bank policies and procedures.
- Ability to interact effectively with all levels of Bank personnel and customers
- Excellent organizational and analytical skills.
- Excellent ability to analyze credits, as well as a detailed knowledge of lending structure and sources and uses of cash.
- Excellent interpersonal, verbal, and written communication skills.
- Ability to perform functional duties and related positions with minimal supervision.
- Applies both technical and general business knowledge to resolve the most complex issues in assigned function.
- Clearly communicates ideas and concepts both orally and in writing.
WHATS IN IT FOR YOU?
Compensation
Starting base salary: $59,467 - $94,975 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
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 including:
- Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
- Generous 401(k) company matching contribution
- Career Development through Tuition Reimbursement and other internal upskilling and training resources
- Valued Time Away benefits including vacation, sick and volunteer time
- Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
- Career Mobility support from a dedicated recruitment team
- Colleague Resource Groups to support networking and community engagement
Get a more detailed look at our Benefits and Perks.
ABOUT US
Since day one weve always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
- Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.
Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.