Supervisor II Fraud Operations

SUPERVISOR II FRAUD OPERATIONS

WHAT IS THE OPPORTUNITY?

The Fraud Operations Supervisor II is responsible for effectively managing, developing, mentoring and motivating colleagues involved in fraud prevention functions that include inbound and outbound fraud verification calls and/or back office operations. 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. Responsible for building and maintaining relationships with internal and external customers while providing exemplary customer service.

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 you will do

• Supervises the daily activities of assigned functional area; prioritizing; completing multiple activities; resolves problems as they arise.
• Consistently monitoring, identifying and escalating Fraud Trends to ensure timely detection and prevention.
• Regularly reviews fraud rule performance in order to accurately revise and improve detection rates and reduce false positives.
• Maintain department performance metrics and executive level reports.
• 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.
• Has signing authority for approving deposits, transfers, fraud alerts over dollar thresholds and other operational work within approved limits.
• 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.
• Applies both technical and general business knowledge to resolve the most complex issues in assigned function.
• Ensures assigned employees are in compliance with specified CNB compliance guidelines.
• Clearly communicates ideas and concepts both orally and in writing.
• Under the direction of management, performs human resource duties, including hiring, firing, performance reviews and counseling.
• Performs other duties as assigned or requested.
• Responsible and accountable for appropriate quality controls and training related to the financial products the bank provides, the services the bank delivers, the processes employed and the incentives with which colleagues are awarded.
• All City National products, financial solutions and services are to be provided ethically and with integrity in a manner that is consistent with the client-first culture and values embodied in City National's PRIDE statement.

Must-Have

• Minimum 5 years of fraud operations experience in a banking or financial services environment
• Minimum 2 years of supervisory experience

Skills and Knowledge

• 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 interpersonal, verbal, and written communication skills.
• Ability to perform functional duties and related positions with minimal supervision.

Compensation

Starting base salary: $65,296 - $104,304 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.

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.