About The Role

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.

Primary responsibilities include

Handle routine customer fraud inquires in a fast-paced environment using critical thinking skills to figure out customer’s incident triggered problems, and concerns. Breaking 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’s 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 (e.g., claims management system) or manual methods, to maintain claim records.
Experience leadership that’s invested in allowing you to achieve performance goals and committed to your career development and growth.

Qualifications, Education, Certifications and/or Other Professional Credentials

Required Qualifications
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
Preferred Qualifications
Associate degree, preferred
2+ years’ experience, in the following areas: 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.
Qualified candidates must complete a virtual job tryout after applying as the next step, to be completed within 7 days of receiving the link. How to prepare: Set aside 30 minutes for the self-guided tryout that includes exercises and a video interview question. Find a quiet place to record and be camera-ready. You’ll need a smartphone, tablet, or desktop computer with your camera and microphone enabled. You’ll learn more about what the role entails, complete a few, short exercises that assess core competencies that matter for our Fraud Customer Support Sr Specialists, and answer a question on video. This step accelerates the hiring process. Our Citizens recruiters will review your application and tryout, and schedule candidates who are a fit for the role directly with the hiring manager.

Hours & Work Schedule

Hours per Week: 40
Work Schedule: Hybrid work schedule, working 2 days in office and 3 days remotely.
Mon - Weds & Fri, 1:30pm - 10:00pm, Sun 9:00am - 5:30pm, Off Thurs/Sat