Fraud Claims Sr Specialist

Citizens • Johnston, RI

16h • Hybrid

About The Position

The Fraud Claims Sr. Specialist works in Citizens’ Fraud and Claims Operations group, helping protect customers, maintain service standards, and ensure the integrity of financial transactions. The role uses critical thinking to assist customers with existing claims and determine appropriate next steps for the customer and the bank. It applies methods, procedures, and knowledge of the business unit’s products and systems while managing competing priorities accurately and promptly. The specialist may also participate in process enhancements in coordination with other teams.

The position is scheduled for 40 hours per week, Monday through Friday, 8:30 a.m. to 5:00 p.m. It requires working four days onsite at the Johnston, Rhode Island office and one day from home.

Requirements

• High school degree or equivalent.
• At least 1 year of banking and/or claims investigations experience.
• Ability to thrive in a fast-paced environment and shift priorities as needed.
• Strong attention to detail.
• Passion for delivering exceptional customer experiences.

Nice To Haves

• Associate degree.
• Knowledge of Microsoft Outlook for communication and SharePoint for collaborative work and document management.
• Previous banking industry experience, including knowledge of banking operations, compliance, and customer service best practices.
• Experience navigating workflow tool applications to streamline processes and enhance productivity.

Responsibilities

• Review customer fraud and risk claims, analyze information across applications and documentation, and determine appropriate next steps within regulatory guidelines.
• Handle all elements of existing claims, gathering evidence through customer conversations and records and documenting information accurately and completely to establish claim legitimacy.
• Use multiple digital platforms, technologies, and software to investigate and process the initial steps of fraud claims; independently apply digital literacy skills to resolve cases.
• Manage competing priorities accurately and in a timely manner.
• May participate in process enhancements requiring coordination with other teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED