Fraud & Claims Call Quality Analyst

Citizens Bank; Rhode Island; Ibrido; USD 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Citizens Bank is seeking a Fraud & Claims Call Monitoring Analyst to independently perform call reviews, document findings, and ensure compliant, timely processing. The role emphasizes accuracy, collaboration with leadership, and ongoing process improvements in a hybrid environment.

Responsibilities include applying procedures, handling non-routine issues, and supporting onboarding of new team members while maintaining strong customer focus and professional communication.

Competenze

• 2+ years experience in Fraud Operations and/or servicing at a financial institution.
• Highly organized and strong attention to detail.
• Exceptional written and verbal communication skills.
• Strong analytical skills.
• Effective listening skills.
• Ability to plan and prioritize workload.
• Ability to multi-task and function efficiently in high volume and fast paced environment.
• Proficient in MS Office Suite.
• Positive and customer focused mindset.
• Adaptable to change.
• 1+ year Call Quality Monitoring experience.

Mansioni

• Perform Call Monitoring Reviews independently with minimal oversight, ensuring timeliness and accuracy.
• Adhere strictly to established procedures and correctly apply control requirements.
• Accurately document exceptions with clear articulation of findings, including what and why.
• Ensure outputs are well-documented and understandable to business partners and leadership.
• Leverage basic tools (e.g., Excel, templates, QC systems) to complete work effectively.
• Locate, interpret, and apply procedures accurately in all reviews.
• Understand how QC results impact the broader business and partner effectively across teams.
• Promote process improvements by identifying issues and helping prevent recurrence.
• Adapt to evolving tools, systems, and technologies (including AI-driven enhancements).
• Identify non-routine issues or discrepancies during reviews.
• Escalate issues appropriately and in a timely manner.
• Own and track findings through resolution, ensuring closure of assigned work.
• Act as a go-to resource for newer team members and support onboarding/training efforts.
• Provide guidance and knowledge sharing without simply handing off work.
• Model professionalism, accountability, and collaboration.
• Operate with urgency, reliability, and attention to detail.

Conoscenze

Fraud Operations

Analytical skills

Written and verbal communication

MS Office Suite

Attention to detail

Time management

Strumenti

Excel

QC systems

Descrizione del lavoro

Citizens Bank is seeking a Fraud & Claims Call Monitoring Analyst to independently perform call reviews, document findings, and ensure compliant, timely processing. The role emphasizes accuracy, collaboration with leadership, and ongoing process improvements in a hybrid environment.

Responsibilities include applying procedures, handling non-routine issues, and supporting onboarding of new team members while maintaining strong customer focus and professional communication.