Manager II Fraud Operations/Servicing Job Listing at City National Bank in Newark, DE (Job ID 8125)

Description

MANAGER II FRAUD OPERATIONS/SERVICING

 

WHAT IS THE OPPORTUNITY? Responsible for effectively managing, developing, mentoring and motivating colleagues and Supervisors involved in Card Servicing and Card Fraud Prevention functions that include back office fraud prevention operations and/or inbound and outbound fraud services. Responsible for ensuring the daily operational work is completed within defined SLA's, completing team meetings and documentingemployee development plans, ensuring the feedback that is 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.

 

What you will do

• Manages Supervisors and 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 completes policies and procedure 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.
• 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.
• Prepares, monitors and manages budget for assigned function.
• Clearly communicates ideas and concepts both orally and in writing.
• Performs human resource duties, including hiring, termination, performance reviews and counseling.
• Performs other duties as assigned or requested based on business need.

Must-Have*

• Minimum 5 years of management experience.
• Minimum 3 years of fraud or call center experience in a banking or financial services environment.

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 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.
• Represents basic qualifications for the position.

Compensation Starting base salary: $92,114 - $156,880 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.

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