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Fraud Customer Support Senior Specialist

Customer Service and Call Center

Pittsburgh, Pennsylvania; Johnston, Rhode Island; Medford, Massachusetts; Glen Allen, Virginia

Description

The Fraud Customer Service Center requires the delivery of a superior customer experience, by answering all calls timely and professionally. Speaks clearly, listens actively, and takes notes to understand the customer’s fraud claims.

Handles routine customer fraud inquiries promptly and takes actions to provide customers with sound recommendations and solutions to ensure satisfaction. Uses critical thinking skills to figure out customer’s incident triggered problems and concerns by breaking down the information provided by the customer into manageable components, in a step-by-step approach, while demonstrating empathy and understanding.

Combines active listening skills of the customer’s conversation and analytical reasoning to examine in real time the customer’s data using multiple bank systems to understand issues and assesses consequences of different courses of action pertaining to moving forward with the customer’s fraud claim.

Able to document in multiple systems with written clarity the proposed solution or next steps through effective verbal communication skills to gain the customer’s consent on a resolution.  

An appropriately handled inbound call, can include an appropriate escalation, or the management of customers’ expectations while simultaneously independently creating a claim.

Processed claims requires accurate and complete documentation and records management using established processes in moving/placing documents appropriately software (e.g., claims management system) or manual methods, to maintain claim records. 

Primary responsibilities include

  • Telephone Etiquette & Effective Communication through answering all inbound calls in a timely and professional manner to exceed the customers expectations. 
  • Gathers evidence through conversation with customer and records with accurate and complete documentation to establish the legitimacy of the fraud inquiry.
  • Uses digital literacy skills to complete work and can explain how to use multiple digital platforms, technology, and software to appropriately service the client’s fraud inquiry.  Can independently determine how their digital literacy skills can be applied to a situation.

Qualifications, Education, Certifications and/or Other Professional Credentials

  • 2+ years, experience in analysis, financial services industry, or business line experience a plus
  • Organizational 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

Hours and Work Schedule

  • Hours per Week:  40
  • Work Schedule:  2:30-11pm Thursday/Friday off OR 3:30-12am Tuesday/Wednesday off
  • Hybrid work schedule, working 4 days in office and 1 day remotely.

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

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.

Equal Employment and Opportunity Employer

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

Benefits

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

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Awards We've Received

2024

FORTUNE’s World’s Most Admired Companies

2024

Human Rights Campaign Corporate Equality Index 100 Award

2024

Military Friendly® Employer

2023

Age-Friendly Institute's Certified Age-Friendly Employer

2023

Bloomberg Gender Equality Index, Standout

2023

Dave Thomas Foundation’s Best Adoption-Friendly Workplace

2023

DiversityInc
Top Regional Company for Diversity

2023

Forbes America's Best Large Employers

2023

National Organization on Disability's Leading Disability Employer

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