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Fraud Customer Support Senior Specialist- 3rd shift

Remote, USA Full-time Posted 2025-05-21

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.
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  • Break down customer information into manageable components while demonstrating empathy.
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  • Utilize active listening skills to apply analytical reasoning during customer interactions.
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  • Navigate multiple bank systems to understand issues and assess outcomes related to fraud inquiries.
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  • Document proposed solutions and next steps clearly in multiple systems to gain customer consent.
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  • Provide accurate claims processing and maintain claim records using established procedures.
    Requirements
  • General PC troubleshooting and navigation skills.
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  • Proficiency in Microsoft Office.
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  • Effective telephone etiquette and active listening skills.
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  • Strong written and verbal communication skills.
    Nice-to-haves
  • 2+ years of experience in Fraud Analysis, Financial services, Customer service, or Contact center.
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  • Ability to work independently and as a team player with strong organizational skills.
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  • Experience 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.
    Benefits
  • Career development and growth opportunities.
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  • Supportive and collaborative work environment.

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