Fraud & Claims Call Monitoring Analyst

Description The Fraud & Claims Call Monitoring analyst independently executes call monitoring reviews across the fraud & claims call center colleagues, ensuring accuracy, compliance, and operational adherence during customer interactions. This role applies established procedures, identifies issues, and contributes to continuous improvement. You will work within established procedures with a moderate degree of supervision. Your goal is to prevent risk to the bank or our customers by handling these requests timely, diligently and completely to ensure that you identify any errors that occurred in the process and ensure a positive customer experience. You will monitor and record results from processes and procedures to ensure that feedback can be given on any errors that are identified. Primary responsibilities include Functional Knowledge Perform Call Monitoring Reviews independently with minimal oversight, ensuring timeliness and accuracy Adhere strictly to established procedures and correctly apply control requirements Accurately document exceptions with clear articulation of findings, including “what” and “why” Ensure outputs are well-documented and understandable to business partners and leadership Leverage basic tools (e.g., Excel, templates, QC systems) to complete work effectively Locate, interpret, and apply procedures accurately in all reviews Business & Operational Alignment Understand how QC results impact the broader business and partner effectively across teams Promote process improvements by identifying issues and helping prevent recurrence Adapt to evolving tools, systems, and technologies (including AI-driven enhancements) Problem Solving & Issue Management Identify non-routine issues or discrepancies during reviews Escalate issues appropriately and in a timely manner Own and track findings through resolution, ensuring closure of assigned work Team Support & Leadership Act as a go-to resource for newer team members and support onboarding/training efforts Provide guidance and knowledge sharing without simply handing off work Model professionalism, accountability, and collaboration Performance & Impact Operate with urgency, reliability, and attention to detail Proactively seek feedback and continuously improve performance Contribute to team success through consistent, high-quality output Communication & Interpersonal Skills Communicate findings clearly and professionally, both written and verbal Maintain strong working relationships across call monitoring, business lines, and leadership Demonstrate responsiveness and effective collaboration Qualifications Required Qualifications Highly organized and strong attention to detail Exceptional written and verbal communication skills Self-directed with excellent time management and prioritization skills 3-5 years’ experience working in an operations environment Possess and apply strong analytical and effective listening skills Ability to work under pressure with efficiency and accuracy Ability to plan and prioritize workload Ability to multi-task and function efficiently in high volume, fast paced, deadline-oriented environment Proficient in MS Word, Outlook, and Excel Positive and customer-focused mindset, adaptable to change Preferred Qualifications 2+ Years of experience in Fraud Operations and/or Servicing Mainframe experience: KO/RMS/ALS/IMPACS/TSYS Fraud Operations Systems: Verint, CSS, DCM, STAR Station, WRaap, Mastercard, FICO Falcon, Threat Matrix, Compass, FPO, Cypress Hours & Work Schedule Hours per Week: 40 Work Schedule: Monday-Friday 8:00am-4:30pm, Hybrid (In office 4 days) In either Johnston RI, or Pittsburgh PA 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. #J-18808-Ljbffr Citizens Bank