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.