SUPERVISOR II FRAUD OPERATIONS

WHAT IS THE OPPORTUNITY?

The Fraud Operations Supervisor II is responsible for effectively managing, developing, mentoring and motivating colleagues involved in fraud prevention functions that include inbound and outbound fraud verification calls and/or back office operations. 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. Responsible for building and maintaining relationships with internal and external customers while providing exemplary customer service.

• Supervises the daily activities of assigned functional area; prioritizing; completing multiple activities; resolves problems as they arise.
• Consistently monitoring, identifying and escalating Fraud Trends to ensure timely detection and prevention.
• Regularly reviews fraud rule performance in order to accurately revise and improve detection rates and reduce false positives.
• Maintain department performance metrics and executive level reports.
• 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.
• Has signing authority for approving deposits, transfers, fraud alerts over dollar thresholds 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.
• Under the direction of management, performs human resource duties, including hiring, firing, performance reviews and counseling.
• Performs other duties as assigned or requested.
• Responsible and accountable for appropriate quality controls and training related to the financial products the bank provides, the services the bank delivers, the processes employed and the incentives with which colleagues are awarded.
• All City National products, financial solutions and services are to be provided ethically and with integrity in a manner that is consistent with the client-first culture and values embodied in City National's PRIDE statement.