Fraud Operations Professional

Citizens • Irving, TX

10d

About The Position

In this role, you’ll experience new things, create new opportunities, think beyond your role, and make an impact. As the Fraud Operations Professional, you will support the Fraud and Claims Operations teams through the Command Center. The Command Center is the centralized workforce orchestration and management hub that provides process documentation support, procedure writing, and data platforms used to manage the operations efficiently. The Fraud Operations Professional is responsible for documenting, and optimizing business processes across the organization. This role partners with business leaders, operations teams, risk, compliance, and technology partners to develop standard operating procedures (SOPs), create process maps, define future-state operating models, and drive process standardization and continuous improvement initiatives. The position ensures processes are efficient, scalable, compliant, and aligned with organizational objectives. The role also serves as a subject matter expert in fraud operations processes as well as documentation methodologies, workflow analysis, and business process redesign. Inspired by process-mapping and process-design practices documented in internal methodologies and procedure frameworks. Most importantly, you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!

Requirements

• 5+ years of experience in process improvement, business analysis, operational excellence, or process management.
• Demonstrated experience developing SOPs, process maps, and business process documentation.
• Proficiency with process mapping tools such as Visio, Lucidchart, Signavio, Blueworks Live, or similar platforms.
• Strong analytical, facilitation, and problem-solving skills.
• Excellent written and verbal communication skills.
• College degree and/or 5+ years of Fraud Operations expertise

Nice To Haves

• Lean, Six Sigma, BPM, or Process Excellence certification.
• Experience leading enterprise process redesign or transformation initiatives.
• Knowledge of risk management, controls documentation, and governance frameworks.
• Experience supporting automation, workflow, or digital transformation projects.

Responsibilities

• Analyze current-state business processes to identify inefficiencies, risks, and improvement opportunities.
• Facilitate process discovery sessions and stakeholder interviews.
• Design future-state workflows that improve efficiency, quality, and customer experience.
• Recommend process automation, standardization, and control enhancements.
• Support business transformation and operational excellence initiatives.
• Develop end-to-end process maps, swimlane diagrams, and workflow documentation.
• Maintain process inventories and process architecture repositories.
• Document process inputs, outputs, decision points, controls, and stakeholder responsibilities.
• Ensure process documentation aligns with enterprise standards and governance requirements.
• Create, update, and maintain SOPs, job aids, work instructions, and procedural documentation.
• Establish documentation standards and version-control practices.
• Partner with business owners to ensure procedures remain accurate and compliant.
• Support audit, risk, and regulatory reviews through comprehensive documentation.
• Collaborate with business leaders, operations teams, technology partners, and risk organizations.
• Facilitate process reviews and approval sessions.
• Provide training and guidance on process documentation and continuous improvement methodologies.
• Monitor adherence to established procedures and identify opportunities for enhancement.

Benefits

• Equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree