Fraud & Claims Call Monitoring Lead

Citizens Bank•Johnston, RI

8d•Hybrid

About The Position

The Fraud & Claims Call Monitoring Lead is responsible for leading quality assurance and control activities while driving business outcomes, supporting team performance, and acting as a key liaison between frontline QC staff and leadership. This role requires strong leadership presence, independent decision-making, and the ability to influence business processes and outcomes. The Call Monitoring Lead operates with minimal oversight, leads critical initiatives, and ensures alignment between QC activities and broader business, risk, and customer impact objectives.

Requirements

1-2 years experience in Fraud or Claims operations or; 1-2 years of QC experience within a financial services environment
Advanced understanding of QC methodologies, controls, and business processes
Strong analytical skills with the ability to interpret trends and drive business insights
Demonstrated leadership capability without direct authority (influence-based leadership)
Experience leading meetings, presentations, and cross-functional discussions independently
Strong communication skills (written and verbal), especially in translating data into business impact
Proven ability to manage competing priorities and drive outcomes
Proficiency in reporting tools, dashboards, and data analysis (e.g., Excel, reporting platforms)

Responsibilities

Operates independently, presenting findings, insights, and recommendations with minimal leadership support
Serves as a subject matter leader in meetings, reviews, and cross-functional engagements
Ensures consistency, accuracy, and alignment in QC practices and outputs
Champions corporate and business-line initiatives impacting QC, including AI and process modernization
Leads Business Line Reviews (BLRs) and stakeholder meetings independently
Drives closed-loop resolution of identified issues impacting customers or business outcomes
Translates QC findings into actionable insights that influence business decisions
Develops and delivers training plans and materials for new and existing colleagues
Supports hiring and onboarding activities (e.g., interviews, access setup coordination)
Acts as a primary escalation point and buffer between team members (S3, S4, P1) and leadership
Conducts spot checks and peer reviews to ensure quality and consistency
Coaches team members using findings to improve performance and capability
Owns performance management administrative activities, including tracking key metrics
Leads by example, reinforcing professionalism, accountability, and positive team behaviors
Identifies trends, themes, and complex issues across QC results
Performs fact-based analysis to develop and recommend solutions to leadership
Ensures issues are fully resolved, not just documented
Leads decision support efforts for escalations, exceptions, and disputes
Provides input into business decisions related to corrective actions and risk mitigation
Drives team outcomes and ensures timely completion of work across all levels (S3, S4, P1)
Maintains limited individual QC workload, focusing primarily on leadership and oversight responsibilities
Leads walkthroughs and supports audits, risk reviews, and GenAI-related initiatives
Ensures readiness for internal and external audits through strong documentation and execution
Models strong professionalism, sound judgment, and collaboration
Builds trust as a reliable escalation and advisory resource
Effectively navigates sensitive or complex conversations with business partners and stakeholders
Acts as a bridge between QC teams and leadership, ensuring clarity and alignment