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 - External

　　Required Skills/Experience:

　　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

　　Education

　　Associates Degree preferred

　　Hours and Work Schedule

　　Hours per Week: 40

　　Work Schedule: Monday, Thursday, Friday, Saturday, and Sunday 2:30PM to 11:30 pm off Tuesday and Wednesday.

　　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.

　　Why Work for Us

　　At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth