Fraud Customer Support Sr Specialist

Citizens; Pittsburgh (Allegheny County); Hybrid; USD 55,000 - 75,000; Full time

Job summary

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

You’ll handle fraud inquiries by phone, apply analytical reasoning, and document steps clearly to gain customer agreement on resolutions. Hours are 40 per week, with a schedule of 9:30am–6:00pm Thu–Mon (off Tue/Wed); the role requires working 2 days in office in Pittsburgh, PA or Johnston RI, and 3 days from home.

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.
• Associate degree, preferred.
• 2+ years’ experience in Fraud Analysis, Financial services, Customer service, and Contact center experience a plus.
• Team player with 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.

Responsibilities

• Handle routine customer fraud inquiries in a fast-paced environment using critical thinking skills to figure out customer’s incident triggered problems, and concerns.
• 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 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.

Skills

Active listening

Empathy

Written communication

Verbal communication

Microsoft Office

Troubleshooting

Education

High school diploma or equivalent

Associate degree, preferred

Tools

Banking software

Job description

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

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

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.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth