Fraud Customer Support Sr Specialist

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

High school degree or equivalent, required

Associate degree, preferred

Hours & Work Schedule

Required Skills

Agility

Business Savvy

Communicating Effectively

Customer Service

Customer-Centricity

Data Gathering and Reporting

Digital Fluency

Document and Records Management

Fostering Inclusion

Fraud Management

Know Your Customer (KYC) Policy

Motivating Others

Operational Excellence

Personal Initiative

Problem-Solving

Service Excellence

Telephone Etiquette

Time Management

Valuing Diversity and Inclusion

About Us

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.

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.