Supervisor I Card Fraud/Svcg

City National Bank • Los Angeles, CA

94d • $59,467 - $94,975

About The Position

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.

Requirements

• 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

Nice To Haves

• 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.

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees