Fraud Analyst Jobs

About The Position

Requirements

• Bachelor's Degree or equivalent
• Minimum of 3 years of experience in a Client Contact Center environment
• Minimum of 3 years of customer service in a financial institution or fraud operations

Nice To Haves

• Excellent knowledge of CNB’s online internet applications and systems and/or software associated with the Call Center.
• Strong analytical critical thinking and analytical skills, with the ability to identify process gaps and recommend improvements
• Ability to interpret policies, procedures, and regulatory requirements
• Thorough knowledge of PC computing environments, experience with Call Center applications/systems, and experience using reporting/query tools.
• Strong knowledge of Microsoft applications
• Strong analytical skills are required for identifying problems and finding solutions.
• Excellent written/verbal communication skills.
• Excellent interpersonal/customer service skills.
• Ability to recognize clients’ needs to identify and suggest changes or enhancements for CNB’s online products and services.
• Ability to interface in an effective and professional manner with clients, potential clients, and all levels of CNB colleagues.
• Ability to produce effective results both independently and as a team
• Ability to multi-task in a high paced environment.

Responsibilities

• Conduct internal review audits, call samplings and any other quality assurance functions to ensure that colleagues are providing high quality service to our clients and meeting control requirements by analyzing calls and alerts, documenting findings and providing feedback.
• Assist management in reviewing, assessing, and reporting on the effectiveness and quality of work performed by colleagues.
• Utilize quality monitoring data management system to compile and track performance at team and individual level
• Provide feedback to colleagues to successfully deliver a premier client experience through exceptional customer service and optimal efficiency.
• Participates in the design of call monitoring formats and quality standards.
• Prepares and analyzes internal quality reports for management staff review.
• Perform other duties as required or assigned.

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