Fraud Customer Support Senior Specialist- 3rd shift

About the position

The Fraud Customer Support Sr. Specialist at Citizens plays a vital role in safeguarding customers while delivering exceptional service. This position requires critical thinking and attention to detail, as specialists handle fraud inquiries in a fast-paced environment. The role emphasizes a customer-first mentality, combining friendly service with technical proficiency to resolve issues effectively. Specialists will undergo training to enhance their skills and contribute positively to customer experiences.

Responsibilities
? Handle routine customer fraud inquiries using critical thinking skills to address customer concerns.
,
? Break down customer information into manageable components while demonstrating empathy.
,
? Utilize active listening skills to apply analytical reasoning during customer interactions.
,
? Navigate multiple bank systems to understand issues and assess outcomes related to fraud inquiries.
,
? Document proposed solutions and next steps clearly in multiple systems to gain customer consent.
,
? Provide accurate claims processing and maintain claim records using established procedures.

Requirements
? General PC troubleshooting and navigation skills.
,
? Proficiency in Microsoft Office.
,
? Effective telephone etiquette and active listening skills.
,
? Strong written and verbal communication skills.

Nice-to-haves
? 2 years of experience in Fraud Analysis, Financial services, Customer service, or Contact center.
,
? Ability to work independently and as a team player with strong organizational skills.
,
? Experience in a fast-paced customer-centered environment.
,
? Solid knowledge of department computer applications and systems.
,
? Demonstrated stable job history.

Benefits
? Career development and growth opportunities.
,
? Supportive and collaborative work environment.