Fraud Customer Support Sr Specialist

Citizens Bank • Glen Allen, VA

291d • Hybrid

About The Position

If you're a critical thinker, detail-oriented, and seek opportunities to continuously learn, consider a career at Citizens as a Fraud Customer Support Sr. Specialist. In this role, you'll play a crucial part in safeguarding our customers and ensuring a best-in-class customer service experience in one of our most critical departments at Citizens. Our Fraud Customer Support colleagues acquire the training, and assistance needed to grow their careers and make a lasting impact. Our best colleagues have a customer-first mentality, and are a combination of friendly and tech-savvy, answering fraud inquiries by phone. As part of our dedicated team, you'll create positive interactions with our customers every day, whether that's delivering a memorable service experience, or helping to problem-solve an issue - they'll want to tell friends or family about the service they received as a customer.

Requirements

• High school degree or equivalent, required.
• General PC troubleshooting and navigation skills and proficiency in Microsoft Office.
• Display effective telephone etiquette while actively listening and displaying empathy and understanding.
• Effective written and verbal communication skills.

Nice To Haves

• Associate degree, preferred.
• 2+ years' experience in Fraud Analysis, Financial services industry, Customer service, and Contact center experience a plus.
• Team player with the ability to work independently with organizational skills.
• Ability to multi-task in a fast-paced customer centered environment.
• Solid knowledge of department computer applications and systems.
• Demonstrated stable job history preferred.

Responsibilities

• Handle routine customer fraud inquiries in a fast-paced environment using critical thinking skills to figure out customer's incident triggered problems and concerns.
• Break down the information provided by the customer into manageable components, in a step-by-step approach, while demonstrating empathy and understanding.
• Use active listening skills during customer interactions to apply analytical reasoning to examine in real time the customer's data.
• Navigate multiple bank systems independently to understand issues and assess outcomes of different courses of action relating to moving forward with the customer's fraud inquiries.
• Document within multiple systems with written clarity the proposed solutions or next steps through effective verbal communication skills to gain the customer's consent on a resolution.
• Provide accurate complete claims processing, and records management using established procedures in moving/placing documents appropriately through software or manual methods, to maintain claim records.

What This Job Offers

• Job Type: Full-time
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED