Fraud Customer Support Senior Specialist - 2nd shift
About the position
As a Fraud Customer Support Sr. Specialist at Citizens, you will be an integral part of our mission to protect our customers from fraud while delivering exceptional customer service. This role is designed for individuals who are critical thinkers, detail-oriented, and eager to learn continuously. You will be part of a dedicated team that is committed to providing a best-in-class customer service experience in one of our most vital departments. Your primary responsibility will be to handle customer inquiries related to fraud in a fast-paced environment, utilizing your analytical skills to address and resolve issues effectively. In this position, you will engage with customers over the phone, demonstrating a customer-first mentality. You will be responsible for breaking down complex information provided by customers into manageable components, using a step-by-step approach to identify the root of their concerns. Empathy and understanding will be key as you navigate through customer interactions, applying active listening skills to assess their needs in real time. You will also be required to document interactions clearly and concisely within multiple systems, ensuring that proposed solutions are communicated effectively to gain customer consent. Your role will involve accurate claims processing and records management, adhering to established procedures to maintain the integrity of claim records. You will have the opportunity to work in an environment that values your contributions and supports your career development, with leadership invested in helping you achieve your performance goals. This position offers a unique chance to make a lasting impact on our customers' experiences while growing your skills in the financial services industry.
Responsibilities
Handle routine customer fraud inquiries in a fast-paced environment using critical thinking skills to identify and resolve customer issues.
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Utilize active listening skills to apply analytical reasoning during customer interactions and assess their data in real time.
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Navigate multiple bank systems independently to understand issues and evaluate different courses of action regarding customer fraud inquiries.
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Document proposed solutions or next steps clearly within multiple systems, ensuring effective communication to gain customer consent on resolutions.
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Provide accurate claims processing and maintain records management using established procedures and software.
Requirements
General PC troubleshooting and navigation skills and proficiency in Microsoft Office.
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Effective telephone etiquette while actively listening and displaying empathy and understanding.
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Strong written and verbal communication skills.
Nice-to-haves
2+ years' experience in Fraud Analysis, Financial services industry, Customer service, and Contact center experience.
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Ability to work independently as a team player with strong organizational skills.
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Capability to multi-task in a fast-paced customer-centered environment.
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Solid knowledge of department computer applications and systems.
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Demonstrated stable job history preferred.
Benefits
Access to training and tools for career growth and development.
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Supportive and collaborative work environment.
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