Fraud Customer Support Sr Specialist

Citizens Financial; Pittsburgh (Allegheny County); Híbrido; USD 50 000 - 60 000; Tempo integral

Resumo da oferta

Citizens Financial is seeking a Fraud Customer Support Sr. Specialist to safeguard customers and deliver best-in-class service in a critical department.

The role focuses on handling fraud inquiries by phone, documenting solutions, and ensuring accurate claims processing in a fast-paced environment. The position requires a high school diploma or equivalent, strong MS Office skills, and excellent communication.

Qualificações

• High school diploma or equivalent is required.
• General PC troubleshooting and proficiency with Microsoft Office.
• Demonstrates effective telephone etiquette with empathy and understanding.
• Excellent written and verbal communication skills.

Responsabilidades

• Handle routine customer fraud inquiries in a fast-paced environment using critical thinking to resolve issues.
• Apply active listening to analyze customer data in real time.
• Navigate multiple bank systems to assess actions for fraud inquiries.
• Document proposed solutions clearly in systems and obtain customer consent on resolution.
• Process claims accurately and maintain records using established procedures.
• Demonstrate leadership and contribute to career development and team goals.

Conhecimentos

Critical thinking

Active listening

Microsoft Office

Written and verbal communication

Empathy

Formação académica

High school diploma or equivalent

Associate degree preferred

Ferramentas

Claims management system

Descrição da oferta de emprego

Intro

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 inquiries 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.

Hours & Work Schedule

Hours per Week: 40

Work Schedule: 9:30am - 6:00pm Thursday thru Monday (off Tuesday and Wednesday)

position required working 2 days in office in Pittsburgh, PA or Johnston RI (3 days from home)