Job Abstract

Description

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 at Citizens. Our 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 as a customer. 

Primary responsibilities include

• Handle routine customer fraud inquires in a fast-paced environment using critical thinking skills to figure out customer’s incident triggered problems, and concerns. Breaking 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’s relating to moving forward 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. 
• Experience leadership that’s invested in allowing you to achieve performance goals and committed to your career development and growth.

Required Skills and Qualifications

• 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 Skills and Qualifications

• 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.

Education

• Required high school degree or equivalent.
• Preferred completed associate degree or above.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 11:30pm-8am Saturday-Wednesday (Thursday-Friday off)
• Position is Remote from home - requires 4 weeks of 1st shift onsite training - must live within 50 miles of office location in either Pittsburgh, PA/ Medford, MA/ Riverside, RI or Glen Allen VA

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.