Fraud Claims Sr Specialist

Citizens Financial Group

Johnston (RI)

On-site

USD 65,000 - 80,000

Full time

3 days ago

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Job summary

Citizens Financial Group is seeking a Fraud Claims Sr. Specialist to join our Fraud and Claims Operations team in Johnston, RI. You’ll review claims, assist customers with existing cases, and apply digital tools to investigate fraud while upholding regulatory guidelines.

You will work 4 days on site with one day from home, Monday–Friday, and use strong analytical thinking, attention to detail, and customer-centric service to determine the best next steps for customers and the bank.

Qualifications

Required Qualifications: High school degree or equivalent; 1 year+ banking/claims investigations experience; Adaptability to fast-paced environment; Precision and attention to detail; Customer-centric mindset.
Preferred Qualifications: Associate degree; Proficiency in Microsoft tools (Outlook, SharePoint); Banking knowledge; Experience navigating workflow applications.

Responsibilities

Review claims filed by customers for fraud and risk activity and determine next steps per regulations.
Handle all elements related to existing claims with accurate documentation to establish legitimacy.
Utilize multiple digital platforms to investigate and process initial fraud claim steps.

Skills

Agility

Analytical Reasoning

Business Savvy

Communicating Effectively

Critical Thinking

Cross-Functional Collaboration

Customer Service

Data Gathering and Reporting

Decision Quality

Digital Fluency

DEIB

Document and Records Management

Fostering Inclusion

KYC Policy

Motivating Others

Operational Excellence

Personal Initiative

Problem-Solving

Time Management

Trust in Technology

Job description

As aFraud Claims Sr. Specialist, you’ll play a pivotal role in ourFraud 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.

Primary Responsibilities

Review Claims – Responsible for reviewing claims filed by customersfor 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.
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.

Qualifications, Education, Certifications and/or Other Professional Credentials

Required Qualifications
- High school degree or equivalent, required
- Experience – 1 year or more of banking and/or claims investigations experience.
- 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.
Preferred Qualifications
- Associate 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.
Work Schedule: M-F 8:30-5:00, position requires working 4 days on site in Johnston, RI office (1 day from home)

Required Skills

Agility
Analytical Reasoning
Business Savvy
Communicating Effectively
Critical Thinking
Cross-Functional Collaboration
Customer Service
Data Gathering and Reporting
Decision Quality
Digital Fluency
Diversity, Equity, Inclusion, and Belonging (DEIB)
Document and Records Management
Fostering Inclusion
Know Your Customer (KYC) Policy
Motivating Others
Operational Excellence
Personal Initiative
Problem-Solving
Time Management
Trust in Technology

About Us

Citizens, its parent, subsidiaries, and related companies (Citizens) provide 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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

Job Info