Supervisor Card Fraud​/Svcg

Supervisor I Card Fraud/Svcg What Is the Opportunity?

The Card Fraud /Servicing Supervisor is responsible for effectively managing, developing, mentoring and motivating colleagues involved in Card Servicing and fraud prevention functions that include inbound and outbound call center and/or back office operations in a 24/7 environment. Responsibilities include completing call monitoring, conducting team meetings, documenting employee development plans, and ensuring timely and accurate feedback to help colleagues achieve their goals.

This role ensures operational integrity, adherence to bank policies, and a primary focus on daily workforce and workflow management. Additionally, it involves building and maintaining relationships with internal and external customers while delivering exemplary customer service.

• Supervise daily activities of the assigned functional area, prioritizing tasks, resolving problems as they arise, and ensuring productivity and service levels are met.
• Ensure activities comply with legal/regulatory requirements and CNB policies and procedures. Proactively recommend policy and procedure changes to reduce costs, streamline operations, and increase efficiency.
• Participate in and complete bank-wide projects, integrating activities with other departments to accomplish shared goals.
• Maintain up-to-date knowledge of bank policies and procedures.
• Serve as a resource to internal and external customers, ensuring quality customer service and operational support.
• Ensure employees comply with CNB compliance guidelines. Prepare, monitor, and manage budget for the assigned function.
• Perform human resource duties under management direction, including hiring, firing, performance reviews, and counseling. Perform other duties as assigned or requested.

• Bachelor’s Degree or equivalent
• Minimum 5 years of call center or fraud operations experience in a banking or financial services environment
• Minimum 2 years of supervisory experience

• Ability to work independently and adapt to varying work‑paces while maintaining high attentiveness and confidentiality of sensitive information.
• Ability to participate in developing and enhancing general processes and coaching procedures to support productivity.
• Ability to recognize and reward successes and accomplishments.
• Ability to make independent decisions and quickly assist colleagues with client service issues, inquiries, and complaints.
• Capability to work 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 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.
• Applies both technical and general business knowledge to resolve the most complex issues in the assigned function.
• Clearly communicates ideas and concepts both orally and in writing.

Starting base salary: $59,467 - $94,975 per year. Exact compensation may vary based on skills, experience, and location. This role is eligible for bonus and/or commissions.

• 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

City National Bank fosters an…