Fraud Operations Professional

Description

In this role, you’ll experience new things, create new opportunities, think beyond your role, and make an impact.

As the Fraud Operations Professional, you will support the Fraud and Claims Operations teams through the Command Center. The Command Center is the centralized workforce orchestration and management hub that provides process documentation support, procedure writing, and data platforms used to manage the operations efficiently.

The Fraud Operations Professional is responsible for documenting, and optimizing business processes across the organization. This role partners with business leaders, operations teams, risk, compliance, and technology partners to develop standard operating procedures (SOPs), create process maps, define future-state operating models, and drive process standardization and continuous improvement initiatives. The position ensures processes are efficient, scalable, compliant, and aligned with organizational objectives.

The role also serves as a subject matter expert in fraud operations processes as well as documentation methodologies, workflow analysis, and business process redesign. Inspired by process-mapping and process-design practices documented in internal methodologies and procedure frameworks

• Analyze current-state business processes to identify inefficiencies, risks, and improvement opportunities.
• Facilitate process discovery sessions and stakeholder interviews.
• Design future-state workflows that improve efficiency, quality, and customer experience.
• Recommend process automation, standardization, and control enhancements.
• Support business transformation and operational excellence initiatives.

• Develop end-to-end process maps, swimlane diagrams, and workflow documentation.
• Maintain process inventories and process architecture repositories.
• Document process inputs, outputs, decision points, controls, and stakeholder responsibilities.
• Ensure process documentation aligns with enterprise standards and governance requirements.

• Create, update, and maintain SOPs, job aids, work instructions, and procedural documentation.
• Establish documentation standards and version-control practices.
• Partner with business owners to ensure procedures remain accurate and compliant.
• Support audit, risk, and regulatory reviews through comprehensive documentation.

• Collaborate with business leaders, operations teams, technology partners, and risk organizations.
• Facilitate process reviews and approval sessions.
• Provide training and guidance on process documentation and continuous improvement methodologies.
• Monitor adherence to established procedures and identify opportunities for enhancement.

Most importantly, you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!

• 5+ years of experience in process improvement, business analysis, operational excellence, or process management.
• Demonstrated experience developing SOPs, process maps, and business process documentation.
• Proficiency with process mapping tools such as Visio, Lucidchart, Signavio, Blueworks Live, or similar platforms.
• Strong analytical, facilitation, and problem-solving skills.
• Excellent written and verbal communication skills.

• College degree and/or 5+ years of Fraud Operations expertise
• Lean, Six Sigma, BPM, or Process Excellence certification.
• Experience leading enterprise process redesign or transformation initiatives.
• Knowledge of risk management, controls documentation, and governance frameworks.
• Experience supporting automation, workflow, or digital transformation projects.

• Hours per Week: 40
• Work Schedule:
  
  M-F 8-5

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.

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement…