Supervisor I Card Fraud/Svcg Job Listing at City National Bank in Newark, DE (Job ID 10539-1)

Description

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 you will 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.

Must-Have*

• Bachelor's 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

Skills and Knowledge

• 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.

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.
*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.
ABOUT CITY NATIONAL
City National Bank, a subsidiary of Royal Bank of Canada, is the largest bank headquartered in Los Angeles with $92.03 billion in assets as of April 30, 2024. Founded in 1954, City National provides personalized banking, investment and trust services in select markets including Los Angeles, Orange County, San Diego, the San Francisco Bay Area, New York City, Nashville, Atlanta, Delaware, Las Vegas, Washington D.C. and Miami.* In addition, the company and its investment affiliates manage or administer $96.83 billion in client investment assets. City National is dedicated to strengthening communities, and in 2023 alone, the company made more than $11 million in charitable contributions to nonprofits that support the communities it serves.

*City National Bank does business in Miami and the state of Florida as CN Bank.

For more information about City National, visit cnb.com.
EQUAL OPPORTUNITY EMPLOYER & REASONABLE ACCOMMODATION
City National Bank is an equal opportunity employer committed to promoting and maintaining a diverse, equitable and inclusive working environment where differences are valued and encouraged. 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 the laws or regulations in the locations where we operate or in our Code of Conduct. READ MORE

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation for any part of the employment process. Please contact us via email or leave a message at (213) 673-9139. These contact methods are dedicated to applicants whose disability prevents them from successfully applying online. Only messages left for this purpose will be returned. Responses may take up to two business days.

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