Fraud Customer Support Sr Specialist

If you’re a critical thinker detail-oriented and seek opportunities to continuously learn consider a career at Citizens as a Fraud Customer Support Sr. Specialist. In this role you’ll play a crucial part in safeguarding our customers and ensuring a best-in-class customer service experience in one of our most critical departments at Citizens. Our Fraud Customer Support colleagues acquire the training and assistance needed to grow their careers and make a lasting impact.

Our best colleagues have a customer-first mentality and are a combination of friendly and tech-savvy answering fraud inquiries by phone. As part of our dedicated team you’ll create positive interactions with our customers every day whether that’s delivering a memorable service experience or helping to problem-solve an issue - they’ll want to tell friends or family about the service they received as a customer. 

Primary responsibilities include

• Handle routine customer fraud inquires in a fast-paced environment using critical thinking skills to figure out customer’s incident triggered problems and concerns. Breaking down the information provided by the customer into manageable components in a step-by-step approach while demonstrating empathy and understanding.
• Use active listening skills during customer interactions to apply analytical reasoning to examine in real time the customer’s data. 
• Navigate multiple bank systems independently to understand issues and assess outcomes of different courses of action’s relating to moving forward with the customer’s fraud inquiries.
• Document within multiple systems with written clarity the proposed solutions or next steps through effective verbal communication skills to gain the customer’s consent on a resolution.  
• Provide accurate complete claims processing and records management using established procedures in moving/placing documents appropriately through software (e.g. claims management system) or manual methods to maintain claim records. 
• Experience leadership that’s invested in allowing you to achieve performance goals and committed to your career development and growth.

Qualifications Education Certifications and/or Other Professional Credentials

• Required Qualifications
  • High school degree or equivalent required 
  • General PC troubleshooting and navigation skills and proficiency in Microsoft Office.
  • Display effective telephone etiquette while actively listening and displaying empathy and understanding.
  • Effective written and verbal communication skills
• Preferred Qualifications
  • Associate degree preferred
  • 2+ years’ experience in the following areas: Fraud Analysis Financial services industry Customer service and Contact center experience a plus 
  • Team player with the ability to work independently with organizational skills.
  • Ability to multi-task in a fast-paced customer centered environment.
  • Solid knowledge of department computer applications and systems.
  • Demonstrated stable job history preferred.

  • Qualified candidates must complete a virtual job tryout after applying as the next step to be completed within 7 days of receiving the link. 

    How to prepare: Set aside 30 minutes for the self-guided tryout that includes exercises and a video interview question. Find a quiet place to record and be camera-ready. You’ll need a smartphone tablet or desktop computer with your camera and microphone enabled. You’ll learn more about what the role entails complete a few short exercises that assess core competencies that matter for our Fraud Customer Support Sr Specialists and answer a question on video. This step accelerates the hiring process. Our Citizens recruiters will review your application and tryout and schedule candidates who are a fit for the role directly with the hiring manager.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 8:30am - 5:00pm Monday Tuesday Wednesday Saturday & Sunday (off Thursday/Friday)  requires working 2 days in office in Riverside RI or Pittsburgh PA

Pay Transparency 

The salary range for this position is $22 - $25 per hour. Actual pay is based on various factors including but not limited to the work location and relevant skills and experience. 

We offer competitive pay comprehensive medical dental and vision coverage retirement benefits maternity/paternity leave flexible work arrangements education reimbursement wellness programs and more. Note Citizens’ paid time off policy exceeds the mandatory paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits visit https://jobs.citizensbank.com/benefits . 

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Equal Employment Opportunity

Citizens its parent subsidiaries and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age ancestry color citizenship physical or mental disability perceived disability or history or record of a disability ethnicity gender gender identity or expression genetic information genetic characteristic marital or domestic partner status victim of domestic violence family status/parenthood medical condition military or veteran status national origin pregnancy/childbirth/lactation colleague’s or a dependent’s reproductive health decision making race religion sex sexual orientation or any other category protected by federal state and/or local laws. At Citizens we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit qualifications performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check which may include initial credit motor vehicle record public record prior employment verification and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

What We Do

As one of the oldest and largest financial services firms in the United States with a history dating back to 1828 we’re committed to providing solutions and expertise that support our customers clients colleagues and communities in what’s next on their own unique journey. We invest in the humans who build the logic ideas and innovations that bring new technologies to life. Investments in AI cloud computing machine learning and automation provide our engineers the tools that enable us to remain competitive and win in today’s environment. At Citizens we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do. Whether you’re considering banking with us or looking to work with us you’ll find a customer-centric culture and a supportive collaborative workforce at Citizens. You’re made ready and so are we. If you're ready to advance your career in technology and security learn more about opportunity's Citizens offers here: https://jobs.citizensbank.com/digital-transformation

Why Work With Us

We empower the colleagues that power our tech. With growth & upskilling opportunities and sought-after benefits plus a diverse culture of people and perspectives we help our colleagues achieve career goals. Because innovation can’t happen without the minds and hearts of our people. Technology is constantly evolving and we believe you can too.

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