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Fraud Operations Sr Specialist

Location Pittsburgh, Pennsylvania Req. Number211964 Category Corporate Security, Product Support Full/Part Time F Shift 1st Shift

Description

This role is a Fraud Operations Senior Specialist working in our Card Fraud Operations Call Center.  This role is responsible for taking calls from customers, 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 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 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.

Direct interaction with Customers, Contact Center and Branches over the phone for inbound and outbound calls.

Qualifications

Required Skills/Experience:

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

Education
Associate's Degree preferred

Hours and Work Schedule

Hours per Week:  40

Work Schedule:  Monday, Tuesday, Friday, Saturday, Sunday 10:00am to 6:30pm off on Wednesday and Thursday.

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 to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, colleague or a dependent’s reproductive health decision making, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, genetic characteristic, citizenship, veteran or military status, marital or domestic partner status, family status/parenthood, victim of domestic violence, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

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