What are the responsibilities and job description for the Fraud Quality Review Analyst position at Idaho State Job Bank?
Fraud Quality Review Analyst at City National Bank in Boise, Idaho, United States Job Description Fraud Quality Review Analyst WHAT IS THE OPPORTUNITY? The Fraud Quality Review Analyst is responsible in assisting in reviewing, assessing, and reporting on the effectiveness and quality of work performed by Fraud Specialists. Will conduct internal quality reviews including but not limited to call samplings, case reviews and any other quality review functions in the department to ensure that all Fraud specialists are providing high quality service to our clients while following processes and procedures. What you will do Conduct quality reviews including call samplings and any other quality assurance functions in the department to ensure that all Specialists are providing high quality service to our clients by analyzing and providing feedback. Assist management in reviewing, assessing, and reporting on the effectiveness and quality of work performed by Specialists. Uses quality monitoring data management system to compile and track performance at team and individual level Coach Fraud Specialist team to successfully deliver a premier client experience through exceptional customer service and optimal efficiency. Generate, review and follow up on daily reports to identify and verify potential fraudulent activities with clients. Participates in design of call monitoring formats and quality standards. Prepares and analyzes internal quality reports for management staff review. Conduct research, trend findings, and highlight opportunities for training and system process opportunities within the team Work collaboratively with leadership and training team to develop and update training materials and or procedures to address any gaps found during quality reviews. Highlight immediate compliance concerns, assisting in generating standard process measurement reporting, and developing quality guidelines and procedural manuals for our call center operation. Perform other duties as required or assigned. Must-Have Bachelor's Degree or equivalent 7 years of experience in a Client Contact Center environment and / or customer service operations, with an emphasis in technical support 6 years working for a bank or financial institution Skills and Knowledge Excellent knowledge of CNB's online internet applications and systems and / or software associated within the Call Center. Thorough knowledge of PC computing environments, experience with Call Center applications / systems and experience using reporting / query To view full details and how to apply, please login or create a Job Seeker account
