Fraud & Claims Call Monitoring Analyst

Description

Primary responsibilities include

• 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

• 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)

• 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

• 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

• Operate with urgency, reliability, and attention to detail
• Proactively seek feedback and continuously improve performance
• Contribute to team success through consistent, high-quality output

• 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, Education, Certifications and/or Other Professional Credentials

• 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.