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Card Fraud/Servicing Lead

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Job ID BIS-11664 City Raleigh State North Carolina Exempt/Non Exempt Non-Exempt Shift Day Work Schedule TBD
Job Details:

The incumbent will perform real-time/near real-time card monitoring utilizing multiple systems/applications, exercising judgment and decisions, to prevent fraud usage of ATM/Debit/Credit cards. 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/Credit card claim process by entering claim details into database. May need to provide temporary coverage during the alternate work schedule operation, which may include swing shift and/or weekends.

Responsibilities

  • Perform real-time/near real-time card monitoring utilizing multiple systems/applications, exercising judgment and decisions, to prevent and detect fraud usage of ATM/Debit/Credit cards.
  • 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/Credit card claim process by entering claim details into database.
  • Perform review on deposited checks for negotiability and make hold decision for the fast deposit-mobile process.
  • May need to provide temporary coverage during the alternate work schedule operation, which may include swing shift and/or weekends.
  • Performs fraud analysis based on the warning communication and documentations received from external and internal sources using historical information on database.
  • Produce and review daily reports to ensure Regulation E compliance.
  • Serves as senior colleague and role model to other card fraud analyst, providing assistance with card block decisions and handling escalate call situations.
  • Assist with supervising the day-to-day operations of a specialized team of fraud detection specialist, controlling workflow to assure team and individual goals are met.
Basic Qualifications
  • *High School Diploma or GED required.
  • *Minimum 3 years of branch or back office banking experience required.
  • *Minimum 1 yr. 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)

*Represents basic qualifications of the position. To be considered for this position you must at least meet the basic qualifications.

City National Bank is an Equal Opportunity Employer -- Minorities/Females/Individuals with Disabilities/Veterans.

Note: This 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.

Note: Candidates should be advised that City National Bank does not pay interviewee travel expenses or relocation expenses for candidates who are hired unless previously agreed.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
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