Fraud Customer Support Sr Specialist- 2nd shift

Citizens Bank • Pittsburgh, PA

7h • Hybrid

About The Position

The Fraud Customer Support Sr Specialist handles customer fraud inquiries by phone, helping safeguard customers while providing a high-quality service experience. The role involves investigating customer concerns, reviewing information in real time, navigating bank systems, and documenting proposed resolutions or next steps. It also includes processing claims and maintaining claim records in accordance with established procedures. The position offers training and support for career development.

The schedule is 40 hours per week, 3:30 p.m. to 12:00 a.m. Friday through Tuesday, with Wednesday and Thursday off. The role is hybrid, with two days in the office and three days working from home.

Requirements

• High school degree or equivalent.
• General PC troubleshooting and navigation skills.
• Proficiency in Microsoft Office.
• Effective telephone etiquette, active listening, empathy, and understanding.
• Effective written and verbal communication skills.

Nice To Haves

• Associate degree.
• Two or more years of experience in fraud analysis, financial services, or customer service; contact center experience is a plus.
• Ability to work independently and as part of a team, with organizational skills.
• Ability to multitask in a fast-paced, customer-centered environment.
• Solid knowledge of department computer applications and systems.
• Stable job history.
• Complete a virtual job tryout within seven days of receiving the link; the self-guided tryout takes about 30 minutes and requires a camera- and microphone-enabled smartphone, tablet, or desktop computer.

Responsibilities

• Handle routine customer fraud inquiries in a fast-paced environment, using critical thinking to understand incidents, problems, and concerns.
• Use active listening and analytical reasoning to examine customer information during interactions.
• Navigate multiple bank systems independently to understand issues and assess possible courses of action for customer fraud inquiries.
• Document proposed solutions or next steps clearly in multiple systems and communicate effectively to obtain customer consent on a resolution.
• Process claims accurately and completely, and manage records by moving or placing documents through software or manual methods in accordance with established procedures.
• Work toward performance goals and participate in career development and growth.

What This Job Offers

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