Fraud Customer Support Senior 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: Hybrid work schedule, working 2 days in office and 3 days remotely.
• Mon - Weds & Fri, 1:30pm - 10:00pm, Sun 9:00am - 5:30pm, Off Thurs/Sat