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Citizens · 3 days ago

Private Bank Operations Fraud Claims Senior Specialist - 2nd Shift

One Citizens Bank Way, Johnston, RI, 02919, US

Full-time

Hybrid

Mid, Senior Level

2+ years exp

Citizens is a financial institution dedicated to protecting customers and ensuring the integrity of financial transactions. As a Fraud and Claims Sr. Specialist, you will assist customers with claims, analyze fraud activities, and engage with clients to resolve issues effectively.

BankingCredit CardsFinancial ServicesFinTechRetail

Responsibilities

Review Claims – Responsible for reviewing claims filed by customers for 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

Fraud Detection – Responsible for cross-functional and surge support for fraud detection, reviewing and dispositioning fraud alerts for suspicious transactions and activity on client accounts

Client and Banker Engagement – By phone, email, and video conference, professionally engage with high-net worth clients and their banking teams to research and resolve fraud and claims matters

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

Qualification

FraudClaims investigationsCustomer engagementDigital literacyMicrosoft Tools proficiencyBanking knowledgeCustomer-centric mindsetWorkflow application navigationAdaptabilityAttention to detail

Required

High school degree or equivalent, required

Experience – 2 years or more of banking and/or fraud and claims investigations experience, including direct verbal and written engagement with customers/clients

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

Associate or bachelors 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

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