Fraud Operations Lead- ID Theft

Job Description

As a part of our team, you're made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself!

As the Fraud Operations Lead for the ID theft team, you will require expertise in a variety of work processes through a combination of job-related training and considerable on-the-job experience. More specifically, you will be responsible for taking calls from customers and collecting, reviewing, responding, and analyzing data and/or documentation to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements in a fast-paced environment. This position requires the application of various methods, procedures, and knowledge of the business unit's product(s) and system application(s). You will also perform routine, analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities, and you may participate in projects requiring coordination with other teams and managing competing priorities in an accurate and timely manner.

Most importantly, you'll experience new things, create new opportunities, think beyond your role, and make an impact!

Primary responsibilities include

• Responsible for preventing losses to Citizens and/or bank customers through fraud detection or fraud claims processing.
• Responds to and resolves escalated inquiries/problems from staff, internal and external clients.
• Take inbound calls from customers.
• Provide mentoring to colleagues in policies and procedures for the area/workflow.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Required Qualifications
  • High School Graduate or Equivalent Required
  • At least 2 years Banking Experience, Fraud experience preferred
  • Ability to remain organized in a fast paced environment
  • Demonstrated ability to multi-task
  • Ability to work independently or in a team environment
  • Impeccable customer services skills
  • Proficiency in PC skills and MS Office
  • Solid analytical skills
  • High attention to detail
  • Associates Degree preferred

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday -Friday 8am-430pm 4 days in office at the Pittsburgh, PA or Johnston RI locations, 1 day from home

Required Skills

• Analytical Reasoning
• Customer Support Trends
• Diversity, Equity, Inclusion, and Belonging (DEIB)
• Time Management

About Us

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.

Equal Employment and Opportunity Employer

Job Applicant Data Privacy Policy

Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

Job Info

• Job Identification 48425
• Job Category Servicing & Operations
• Locations 444 Liberty Ave, Pittsburgh, PA, 15222, US One Citizens Bank Way, Johnston, RI, 02919, US