CARD FRAUD/SERVICING LEAD- Wires Team Hybrid Schedule- 3 Days in office & 2 days remote M-F 11am - 8pm EST WHAT IS THE OPPORTUNITY? The Card Fraud/Servicing Lead will monitor the workflow of colleagues who handle inbound and outbound calls, as well as, perform near/real-time fraud monitoring utilizing multiple systems, exercising judgment, conducting research and executing decisions, to prevent fraud usage in a 24/7 environment. The CFS Lead will support all department functions as needed. Responsible for training, motivating and supporting colleagues; handling escalated client calls, reviewing daily work and reports, to identify and verify potentially fraudulent activities with clients. Regularly communicates with external and internal clients. Responding to calls from customers to explain card related services, procedures and policies. Support Reg. E/Z claim and dispute processes by entering claim details into database. Work schedule will be assigned based on business operation needs, which may include swing shift, weekends and/or holiday schedules. What you will do Perform near/real-time fraud monitoring utilizing multiple systems/applications, exercising judgment and decisions, to prevent and detect fraud usage of ATM/Debit/Commercial and Consumer Credit cards/Zelle/RTP/Bill pay/External Transfer. 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/Z claim and dispute processes by entering claim details into claim system. Perform review on deposited checks for negotiability and make hold decision for the fast deposit-mobile process. Work schedule will be assigned based on business operation needs, which may include swing shift, weekends and/or holiday schedules. Review reports and document coaching opportunities to be reviewed by Leadership and addressed with colleagues Perform miscellaneous duties as assigned by Leadership. Must-Have* Minimum 3 years of branch or back office banking experience required. Minimum 1 year of general office or accounting experience required. 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: $25.93 - $41.43 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. 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. #LI-ST1 #CA-ST