Fraud & Claims Call Monitoring Analyst

The Fraud & Claims Call Monitoring analyst independently executes call monitoring reviews across the fraud & claims call center colleagues, ensuring accuracy, compliance, and operational adherence during customer interactions. The role applies established procedures, identifies issues, and contributes to continuous improvement. Working within established procedures with a moderate degree of supervision, the analyst aims to prevent risk to the bank and our customers by handling requests promptly, diligently, and completely, ensuring any errors are identified and a positive customer experience is maintained.

Monitoring and recording results from processes ensures feedback can be given on identified errors.

• Perform call monitoring reviews independently with minimal oversight, ensuring timeliness and accuracy.
• Adhere strictly to established procedures and correctly apply control requirements.
• Accurately document exceptions with clear articulation of findings, including 'what' and 'why'.
• Ensure outputs are well‑documented and understandable to business partners and leadership.
• Leverage basic tools (e.g., Excel, templates, QC systems) to complete work effectively.
• Locate, interpret, and apply procedures accurately in all reviews.

• Understand how QC results impact the broader business and partner effectively across teams.
• Promote process improvements by identifying issues and helping prevent recurrence.
• Adapt to evolving tools, systems, and technologies (including AI‑driven enhancements).

• Identify non‑routine issues or discrepancies during reviews.
• Escalate issues appropriately and in a timely manner.
• Own and track findings through resolution, ensuring closure of assigned work.

• Act as a go‑to resource for newer team members and support onboarding/training efforts.
• Provide guidance and knowledge sharing without simply handing off work.
• Model professionalism, accountability, and collaboration.

• Operate with urgency, reliability, and attention to detail.
• Proactively seek feedback and continuously improve performance.
• Contribute to team success through consistent, high‑quality output.

• Communicate findings clearly and professionally, both written and verbal.
• Maintain strong working relationships across call monitoring, business lines, and leadership.
• Demonstrate responsiveness and effective collaboration.

• Highly organized and strong attention to detail.
• Exceptional written and verbal communication skills.
• Self‑directed with excellent time management and prioritization skills.
• 3-5 years’ experience working in an operations environment.
• Possess and apply strong analytical and effective listening skills.
• Ability to work under pressure with efficiency and accuracy.
• Ability to plan and prioritize workload.
• Ability to multi‑task and function efficiently in high volume, fast‑paced, deadline‑oriented environment.
• Proficient in MS Word, Outlook, and Excel.
• Positive and customer‑focused mindset, adaptable to change.

• 2+ years of experience in Fraud Operations and/or Servicing.
• Mainframe experience: KO/RMS/ALS/IMPACS/TSYS.
• Fraud Operations Systems:
  Verint, CSS, DCM, STAR Station, WRaap, Mastercard, FICO Falcon, Threat Matrix, Compass, FPO, Cypress.

• Hours per Week: 40
• Work Schedule:
  
  Monday‑Friday 8:00am‑4:30pm, Hybrid (In office 4 days) in either Johnston, RI, or Pittsburgh, PA

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…