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Citizens · 7 hours ago

Fraud Customer Support Sr Specialist

Glen Allen, VA

Full-time

Hybrid

Entry, Mid Level

$22/hr - $25/hr

2+ years exp

Citizens is a financial services company committed to delivering exceptional customer service. As a Fraud Customer Support Sr. Specialist, you will handle customer fraud inquiries, utilizing critical thinking and analytical skills to provide solutions and ensure a positive customer experience.

BankingCredit CardsFinancial ServicesFinTechRetail

Responsibilities

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

Qualification

Fraud AnalysisCustomer ServiceContact Center ExperienceMicrosoft OfficeMulti-taskingPC TroubleshootingEffective CommunicationActive ListeningOrganizational SkillsTeam Player

Required

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

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

Benefits

Comprehensive medical, dental and vision coverage

Retirement benefits

Maternity/paternity leave

Flexible work arrangements

Education reimbursement

Wellness programs

Paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States

Company

Citizens

Glassdoor3.6

At Citizens, we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do.

Founded in 1828

Providence, Rhode Island, USA

10001+ employees