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. Apply Job!