Fraud Customer Support Senior Specialist- 3rd shift

Citizens Bank - Tufts University, MA

Full-time

Remote - Tufts University, MA

Credit Intermediation and Related Activities

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.