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.
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