Job Description

FRAUD TEAM SUPPORT ANALYST

WHAT IS THE OPPORTUNITY?

Responsible for analytical and project support for Fraud operations, including: conducting analysis of transactional data for fraud trend evaluations, queries to analyze compromises, create and test rules for implementation, develop and provide fraud reporting and metrics. In addition, assist on various projects, which may include requirement documentation, testing and implementation support such as training and procedures. The incumbent may be required to support addressing escalated fraud issues that may require ad hoc rule implementation; research and respond to escalated fraud claims; malware alerts; review of department audit reports and other support activities defined by management. This position requires subject matter expertise on all system platform functionalities used by the fraud team, as well as deep understanding of Regulations E and Z. Responsible for building and maintaining relationships with internal and external CNB customers and providing exemplary customer service. Adherence to Bank and regulatory policies.

WHAT WILL YOU DO?

• Assist in investigating suspected fraudulent activity by gathering and analyzing relevant data and documentation. 
• Monitor transactions and accounts for suspicious patterns using internal systems and fraud detection tools. 
• Document case findings clearly and accurately, supporting investigative outcomes. 
• Collaborate with Senior Investigators and cross-functional teams to escalate and resolve complex fraud cases. 
• Support ongoing efforts to improve fraud detection processes and client protection.
• Provide escalation support for fraud operations, and review high risk alerts.
• Complete fraud loss reports. 

• Develop and maintain timely fraud analytics such as queries, reports for the Card Fraud Team.
• Perform fraud analysis based on trend scenarios and compromise notifications received from internal and/or external sources to prevent fraud usage of ATM/Debit/Credit Cards.
• Perform point of compromise searches to provide proactive loss prevention.
• Create and maintain rule strategies with the various systems that will identify credit and debit card fraud.
• Analyze and respond to escalated and/or challenged fraud cases, and act as liaison between the Card Fraud team and Corporate Security.
• Participate with external agencies and networks related to card fraud and Regulation E.
• Communicates with external card services agencies, clients, CNB operations and vendors.
• Provide ongoing analytics and rule recommendations for debit and credit card products.
• Support handling emergency fraud trend review and ad hoc rule implementations, including outside of normal business hours.
• Provide fraud initiatives/project support, which includes compiling and evaluating data, preparing documentation and tracking project status.
• Participate in project design meetings.
• Participate in the testing and execution of project(s).
• Provide and/or coordinate staff training on new initiatives/projects.
• May perform various department audits to ensure adherence to department procedures.
• Perform additional duties as assigned.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

• Minimum 3 years of card fraud experience in a banking operations environment
• Minimum 3 years with Falcon (or comparable system) fraud strategy and rule writing
• Minimum 3 years of experience in a project management environment required.
• Minimum 3 years of experience using reporting/query tools such as Brio, MS Query, MS Access, Excel (e.g., pivot tables, lookups, etc.), Crystal Reports or Business Objects and Falcon system/scoring.

Additional Qualifications

• Strong analytical, data and communication skills
• Ability to work independently
• Experience developing executive level presentations and dashboards highly desirable
• Demonstrate strong analytical and problem solving skills, with the ability to interpret large amounts of data.
• Strong organizational skills, with the ability to learn new concepts quickly and think creatively.
• Highly-driven and self-motivated with the ability to manage multiple tasks simultaneously.
• Must be able to work in a high-productive, deadline-oriented environment.
• Excellent customer service skills with the ability to diffuse difficult customer challenges and possess excellent problem solving skills.
• Ability to perform functional duties and related tasks with minimal supervision.
• Must have a strong and positive work ethic and follow CNB core values
• Demonstrate effective written and oral communication skills to interact effectively with all levels of bank personnel and clients
• Knowledge of PC functions in a Windows based environment
• Proficient in Word, Access and PowerPoint and highly skilled in utilizing excel (e.g., pivot tables, lookups, etc.)
• Works independently, analyzing data to identify fraudulent transactions; contributes to high priority projects by planning, creating and coordinating activities of project to ensure that goals or objectives are accomplished within timeframes.

WHAT'S IN IT FOR YOU?

Compensation

Starting base salary: $53,955 - $86,177 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

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 including:

• 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

Get a more detailed look at our Benefits and Perks .

ABOUT US

Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us .

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.

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