Fraud Customer Support Sr Specialist

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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  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.

• Handle routine customer fraud inquiries in a fast‑paced environment using critical thinking skills to figure out customers’ incident‑triggered problems and concerns. Break 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 relating to moving forwarded 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.
• Receive and participate in leadership that’s invested in allowing you to achieve performance goals and committed to your career development and growth.

• 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 per Week: 40
• Work Schedule:
  
  8:30am – 5:00pm Friday – Tuesday (off Wednesday and Thursday). Hybrid work schedule, currently requires working 2 days in office

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…