Fraud Customer Support Sr Specialist

Citizens Financial Group • Pittsburgh, PA

17h • Hybrid

About The Position

The Fraud Customer Support Sr. Specialist helps safeguard Citizens customers while delivering a positive customer service experience. The role responds to fraud inquiries by phone, uses critical thinking and active listening to understand customer incidents, and applies analytical reasoning to examine customer data and determine appropriate next steps. The specialist navigates multiple banking systems, explains proposed solutions, and obtains customer consent for resolutions. The position also processes claims and maintains accurate records using established procedures and claims-management software or manual methods. Citizens provides training and support for career development.

The work schedule is 40 hours per week, 9:30 a.m. to 6:00 p.m., Thursday through Monday, with Tuesday and Wednesday off. The position requires working two days in the office in Pittsburgh, Pennsylvania, or Johnston, Rhode Island, and three days from home. Applicants must complete a virtual job tryout within seven days of receiving its link; the self-guided tryout takes about 30 minutes and includes exercises and a video interview question.

Requirements

• High school degree or equivalent.
• General PC troubleshooting and navigation skills, and proficiency in Microsoft Office.
• Effective telephone etiquette, active listening, empathy, and understanding.
• Effective written and verbal communication skills.
• Ability to work as a team player and independently, with organizational skills.
• Ability to multitask in a fast-paced, customer-centered environment.
• Solid knowledge of department computer applications and systems.
• Complete the virtual job tryout within seven days of receiving the link.

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.
• Demonstrated stable job history.

Responsibilities

• Handle routine customer fraud inquiries in a fast-paced environment, using critical thinking to understand the customer’s incident, problems, and concerns.
• Break down information provided by customers into manageable components and respond step by step with empathy and understanding.
• Use active listening and analytical reasoning to examine customer data in real time.
• Navigate multiple banking systems independently to understand issues and assess possible courses of action for fraud inquiries.
• Document proposed solutions or next steps clearly in multiple systems and communicate effectively to obtain customer consent for a resolution.
• Process claims accurately and completely, and maintain claim records by moving or placing documents appropriately using established procedures, claims-management software, or manual methods.

What This Job Offers

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