SUPERVISOR TRAINING/CARD FRAUD SVC

　　WHAT IS THE OPPORTUNITY?

　　Responsible for the development, implementation, and training for Card Fraud & Servicing (CFS) Department. Position will coordinate skill, knowledge, process, and systems training for all Card Fraud & Servicing colleagues. Designs curricula, programs, and performance support processes to be delivered to all colleagues. Will also be responsible for Card Servicing and Fraud prevention functions that include inbound and outbound call center and/or back office operations.

　　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

　　Designs and implements training programs in alignment with the needs of CFS and overall corporate direction. Ensures that training programs adhere to established project goals, department standards and legal requirements.

　　Oversees training in areas like New Hire Training and Supervision, New Hire Onboarding Access, Dept. Compliance Training, New Process Training Development and New Training Delivery

　　Supports development of CFS policies and procedures and converts them in training materials for the department.

　　Coordinates CFS related training projects including the development and oversight of project plans, implementation plans and on-going maintenance plans. Monitors training project schedules and resolves project related issues appropriately.

　　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.

　　Has signing authority for approving deposits, transfers, 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.

　　Performs other duties as assigned or requested.

　　Must-Have*

　　Bachelor's Degree or equivalent

　　Minimum 5 years of call center or fraud operations experience in a banking or financial services environment

　　Minimum 3 years of experience in classroom training, developing training materials or delivering training

　　Minimum 2 years of supervisory experience

　　Skills and Knowledge

　　Must be flexible with travel and occasional Night/Weekend coverage

　　Skilled in creating and updating Training Content Development. PowerPoint Proficient.

　　Ability to multi task and self-manage time to meet deadlines is required

　　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.

　　Compensation

　　Starting base salary: $28.58 - $45.66 per hour. 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 (https://image.emails.cnb.com/lib/fe5e15707c640c78771c/m/10/cbedd856-c2fc-491b-a625-3ab7a0fd9a65.pdf) .

　　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.