Private Bank Operations Fraud Claims Senior Specialist - 2nd Shift
About The Position
Description As a Fraud and Claims Sr. Specialist , you’ll play a pivotal role in our Fraud and Claims Operations 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. You’ll use critical thinking skills to assist customers with existing claims and determine the best next step for the customer and the bank. This role requires the application of various methods, procedures, and knowledge of the business unit’s product(s) and system application(s). Specialists manage competing priorities in an accurate and timely manner and may participate in process enhancements requiring coordination with other teams. Come join our best-in-class team making a difference for our customers every day. Growth opportunities await you inside our department and within other business areas.
Requirements
- High school degree or equivalent, required
- Experience – 2 years or more of banking and/or fraud and claims investigations experience, including direct verbal and written engagement with customers/clients.
- Adaptability – Ability to thrive in a fast-paced environment and quickly shift priorities as needed.
- Precision – Strong attention to detail in all tasks and deliverables.
- Customer-Centric Mindset – Passion for delivering exceptional customer experiences.
Nice To Haves
- Associate or bachelors degree, preferred
- Proficiency in Microsoft Tools – Knowledge of Outlook for effective communication and SharePoint for collaborative work and document management.
- Banking Knowledge – Previous experience in the banking industry, including an understanding of banking operations, compliance, and customer service best practices.
- Workflow Application Navigation – Experience in effectively navigating workflow tool applications to streamline processes and enhance productivity.
Responsibilities
- Review Claims – Responsible for reviewing claims filed by customers for fraud and risk activity and analyzing information across multiple applications and documentation. Determine the proper next steps based on the scenario and within the guidelines of the regulations.
- Customer Assistance – Handle all elements related to existing claims. Gather evidence through conversations with customer and records with accurate and complete documentation to establish the legitimacy of a claim.
- Fraud Detection – Responsible for cross-functional and surge support for fraud detection, reviewing and dispositioning fraud alerts for suspicious transactions and activity on client accounts.
- Client and Banker Engagement – By phone, email, and video conference, professionally engage with high-net worth clients and their banking teams to research and resolve fraud and claims matters.
- Digital Literacy – Utilize multiple digital platforms, technologies, and software to investigate and appropriately process the initial steps of a fraud claim. Work independently to apply digital literacy skills to resolve cases effectively.
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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
