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Fraud Operations Senior Specialist

Location Medford, Massachusetts Job ID/ Req. Number191570 Category Product Support Full/Part Time F Regular/Temporary 1st Shift


This role is an Operations Analyst I working in our Fraud Operations Call Center this role is responsible for taking calls from customers and collecting, reviewing, responding, and analyzing data and/or documentation and to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements in a fast paced environment. May also include the reporting of productivity, quality, and other ad hoc requirements in an accurate and timely manner.  This position requires the application of various methods, procedures, and knowledge of the business unit’s product(s) and system application(s).

This role performs routine, analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities.  May perform other such duties as assigned including trouble shooting operational issues.  May participate in projects requiring coordination with other teams.   Manage competing priorities in an accurate and timely manner. Utilize department specific system applications.
Regular direct interaction with Customers, Contact Center and Branches over the telephone for inbound and outbound calls.


  • Organization skills
  • Solid ability to multi-task
  • Solid customer service skills
  • Proficiency in PC skills and MS Office
  • Solid analytical skills
  • Solid knowledge of department computer applications and systems
  • Solid written and verbal communication
  • Capacity to work independently
  • 2+ years, Experience in analysis, financial services industry or business line experience a plus
  • Associate Degree Preferred

Hours and Work Schedule
Hours per Week:  40 hours
Work Schedule:  Monday, Tuesday, Wednesday, Friday, Saturday 9:00am to 5:30pm off on Thursday and Sunday.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries.