Description

Description

The Fraud Operations Senior Specialist is a customer service role within our Card Fraud Operations Call Center. This role is responsible for taking calls from customers, collecting, reviewing, responding, and analyzing data and/or documentation and to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements in a fast-paced environment. This position requires the application of various methods, procedures, and knowledge of the business unit’s product(s) and system application(s).

Primary responsibilities include:

• Direct interaction with customers, Contact Center, and branches over the phone via inbound and outbound calls
• Analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities
• Managing competing priorities in an accurate and timely manner
• May perform other duties as assigned including trouble shooting operational issues, participation in projects, reporting of productivity, quality, and other ad hoc requirements in an accurate and timely manner

Qualifications

• 2+ years, experience in analysis, financial services industry, or business line experience a plus
• Organizational skills
• Solid ability to multi-task
• Solid customer service skills
• Proficiency in PC skills and MS Office
• Solid analytical skills
• Solid knowledge of department computer applications and systems
• Solid written and verbal communication
• Capacity to work independently

Hours and Work Schedule

• Hours per Week: 40
• Work Schedule: 8:30am - 5:00pm Wednesday, Thursday, Friday, Saturday and Sunday - off Monday and Tuesday

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.