Fraud Detection Sr Specialist - OLB

Citizens Financial Group • Johnston, RI

9d • Hybrid

About The Position

As a Fraud Detection Sr. Specialist , you’ll play a pivotal role in our Fraud Detection group, one of our most critical departments at Citizens. Our team is dedicated to protecting our customers, maintaining the highest standards of service, and ensuring the integrity of financial transactions. Our best Fraud Detection colleagues have customer centric mindset and like to work proactively and independently in a fast-paced environment. You’ll review products for the prevention and detection of possible fraud and are responsible for research and analysis of account activity to assess levels of risk. You’ll apply knowledge of compliance and verification procedures to effectively perform assigned work and take a holistic review of a customer’s account. This role is responsible for tracking and actioning cases within required timeframes, as determined by regulatory guidelines and internal requirements. The best course of action for compromised accounts and recommendations will be applied to restore account integrity and resolve fraudulent activity. Primary responsibilities include Take inbound Online Banking Fraud Detection calls Perform moderately complex analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities. Review accounts for fraudulent activity and take appropriate actions per department procedures. Meet internal SLAs, maintain a high diligence, maintain the ability to document clear and detailed comments regarding investigation results. Interactions with external customers, department colleagues and internal/external business partners. Resolve findings through independent research, as well as direct interaction with external customers, department colleagues, and business partners, with a strong focus on customer satisfaction.

Requirements

• High school degree or equivalent, required
• 1 year of Fraud investigations experience.
• Strong organized, technical, and analytical skills.
• Ability to multi-task and to function efficiently in a high volume, fast-paced, deadline-oriented environment.
• Ability to learn and apply new concepts quickly.
• Excellent communication and customer experience skills (written and verbal).
• Ability to identify fraud trends and enhanced account reviews.
• Experience with monitoring, reviewing, and analyzing account activity to identify fraud or suspicious activity.

Nice To Haves

• Associate degree, preferred
• 3+ years of Banking, Professional experience in analysis and/or financial services industry.
• Online banking experience preferred.
• Maintain knowledge of the bank’s products, services, customers and geographic locations, and the potential fraud risks associated with those activities.
• Experience with monitoring, reviewing, and analyzing account activity to identify fraud or suspicious activity.

Responsibilities

• Take inbound Online Banking Fraud Detection calls
• Perform moderately complex analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities.
• Review accounts for fraudulent activity and take appropriate actions per department procedures.
• Meet internal SLAs, maintain a high diligence, maintain the ability to document clear and detailed comments regarding investigation results.
• Interactions with external customers, department colleagues and internal/external business partners.
• Resolve findings through independent research, as well as direct interaction with external customers, department colleagues, and business partners, with a strong focus on customer satisfaction.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees