Fraud Operations Sr Specialist – Card Fraud

Job 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: Monday – Friday 3:30PM-12:00AM (off Saturday & Sunday)
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.
Benefits
We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.