Fraud Customer Support Sr Specialist

Citizens Bank
Pittsburgh
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Critical thinking","Detail-oriented","Empathy","Active listening","Communication"]

Handle customer fraud inquiries by phone in a fast-paced environment, using critical thinking and analytical reasoning to review real-time customer data, explain issues clearly, and resolve concerns. Navigate multiple bank systems, document outcomes in relevant systems, and maintain accurate claims processing and records management. Collaborate with a dedicated fraud support team to deliver empathetic, customer-first service and help customers through complex incidents.

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FursaFursa
Citizens Bank
Citizens Bank
2 days ago

Fraud Customer Support Sr Specialist

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 53 minutes agoStatus: Live

Job Summary

Handle customer fraud inquiries by phone in a fast-paced environment, using critical thinking and analytical reasoning to review real-time customer data, explain issues clearly, and resolve concerns. Navigate multiple bank systems, document outcomes in relevant systems, and maintain accurate claims processing and records management. Collaborate with a dedicated fraud support team to deliver empathetic, customer-first service and help customers through complex incidents.
Location: Pittsburgh
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Handle routine customer fraud inquiries in a fast-paced environment, breaking down customer information and resolving incidents with empathy.
  • •Use active listening and analytical reasoning to examine customer data in real time.
  • •Navigate multiple bank systems to assess issues and determine next steps for fraud inquiries.
  • •Document proposed solutions and next steps in multiple systems and obtain customer consent for resolutions.
  • •Provide accurate claims processing and records management using established procedures and systems.

Key Requirements

  • •High school degree or equivalent.
  • •General PC troubleshooting and proficiency in Microsoft Office.
  • •Effective telephone etiquette with active listening, empathy, and understanding.
  • •Effective written and verbal communication skills.
  • •2+ years’ experience in fraud analysis, financial services, customer service, and/or contact center experience.
Experience:Financial servicesFraud analysisCustomer serviceContact center
Education:High School
Skills:Critical thinkingDetail-orientedEmpathyActive listeningCommunication
Tech Stack:Microsoft OfficeClaims management system

Company Brief

Citizens Bank
Regional bank offering retail and commercial banking, mortgage lending, wealth management, and payment services to individuals and businesses across the United States.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Providence, United States
Founded: 1828
Website