Fraud Customer Support Sr Specialist- 2nd shift

Citizens Financial; Pittsburgh (Allegheny County); Hybrid; USD 50,000 - 80,000; Full time

Job summary

Citizens Financial in Pittsburgh is seeking a Fraud Customer Support Sr. Specialist to safeguard customers and deliver a best-in-class service experience. You will handle fraud inquiries by phone, demonstrate empathy, and troubleshoot issues in a fast-paced environment.

The role emphasizes critical thinking, documentation, and collaboration with teams to resolve claims and maintain accurate records. It offers a hybrid schedule with in-office and remote work components.

Qualifications

• High school degree or equivalent.
• 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.

Responsibilities

• Handle routine customer fraud inquiries in a fast-paced environment using critical thinking to resolve issues.
• Use active listening to apply analytical reasoning to customer data in real time.
• Navigate multiple bank systems to understand issues and assess outcomes for fraud inquiries.
• Document proposed solutions or next steps with clear written communication to gain customer consent on a resolution.
• Provide accurate claims processing and records management using established procedures.

Skills

Customer service

Fraud awareness

Active listening

Analytical thinking

Education

High school diploma

Associate degree

Tools

Claims management system

Microsoft Office

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 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.

Hours & Work Schedule

Hours per Week: 40

Work Schedule: 3:30pm- 12:00am Friday-Tuesday (Wednesday and Thursday off) working 2 days in office and 3 days from home