Customer Service in Fraud-Hybrid Pay range $20.05/hr
About the position
The Fraud Ops Specialist position at Citi is an entry-level role focused on providing exceptional customer service while conducting thorough risk assessments on account activity. This position is critical in the early detection of fraud, which helps minimize financial impact and protects clients' accounts and identities. The role requires the completion of onsite training at 100 Citibank Drive, San Antonio, TX 78245, after which there may be an opportunity to work from home through the Home Office Program, contingent upon performance and proper working conditions. As a Fraud Ops Specialist, you will be responsible for investigating potential fraud activity on existing credit card accounts. This includes responding to inbound client inquiries, assisting with service-related requests, and providing solutions to client issues using available resources. You will need to complete assigned tasks accurately and in a timely manner while consistently achieving individual and team performance targets. Additionally, contacting card members to verify charges and recent activity is essential to identify any potential fraud. The role also involves ensuring a positive customer experience, determining specific verification procedures for processing customer information, and appropriately assessing risk when making business decisions. Adherence to company policies, rules, and regulations is crucial, as is the application of sound ethical judgment regarding personal behavior and business practices. You will be expected to escalate, manage, and report issues transparently, contributing to the overall integrity and reputation of Citigroup and its clients.
Responsibilities
Perform investigation of potential fraud activity on existing credit card accounts.
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Respond to inbound client inquiries and assist with specific service-related requests and concerns.
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Provide solutions to client issues through the usage of all available resources under limited supervision.
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Complete assigned tasks in an accurate and timely manner.
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Consistently achieve individual and team performance targets.
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Contact card members to verify charges and recent activity to identify any potential fraud.
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Ensure a positive customer experience while determining specific verification procedures to be used in processing customer's information.
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Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets.
Requirements
Minimum 1 year of customer service experience.
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Ability to process both inbound and outbound client calls.
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High attention to detail with the ability to interpret data and organize information.
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Consistently demonstrates clear and concise written and verbal communication.
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Demonstrated ability to remain unbiased in a diverse working environment.
Nice-to-haves
Benefits
Competitive rates starting at $20/hr
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Day 1 Health Benefits
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Flexible Work Strategies
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Collaborative team environment
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401(k) match
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Tuition Reimbursement
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Onsite Daycare
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Onsite Fitness Center
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Paid vacation
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Paid holidays
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Wellness programs
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