Fraud Customer Support Sr Specialist

Citizens • Pittsburgh, PA

1d • Hybrid

About The Position

The Fraud Customer Support Sr Specialist helps safeguard Citizens customers while delivering a high-quality customer service experience. The role answers fraud inquiries by phone, investigates customer concerns using critical thinking and active listening, and explains proposed resolutions or next steps with empathy and clarity. The specialist navigates multiple bank systems, processes claims, and maintains accurate records in accordance with established procedures. Citizens provides training and support, with leadership focused on performance and career development.

The 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.

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, customer service, or contact center work.
• Ability to work as part of a team and independently, with organizational skills.
• Ability to multitask in a fast-paced, customer-centered environment.
• Solid knowledge of department computer applications and systems.
• Demonstrated stable job history.
• Completion of a virtual job tryout after applying, within seven days of receiving the link.

Responsibilities

• Handle routine customer fraud inquiries in a fast-paced environment by identifying problems and concerns and breaking the information into manageable components.
• Demonstrate empathy and understanding while using active listening and analytical reasoning to examine customer data in real time.
• Navigate multiple bank systems independently to understand issues and assess potential courses of action related to customer 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 manage records by moving or placing documents through software such as a claims management system or by manual methods.
• Maintain claim records according to established procedures.

What This Job Offers

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