Fraud Customer Support Sr Specialist

Citizens Bank
Pittsburgh
Workplace: HybridFull timeUSD 22 - 25 hourlyFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Critical thinking","Empathy","Active listening","Analytical reasoning","Time management"]

Handle routine customer fraud inquiries for a fast-paced team, using critical thinking and empathy to break down issues and resolve incidents. Answer fraud-related calls with strong listening and communication, analyze customer data in real time, and navigate multiple banking systems to assess next steps. Accurately document outcomes and process claims using established procedures and systems while maintaining complete records.

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Citizens Bank
Citizens Bank
1 day 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: 11 hours agoStatus: Live

Job Summary

Handle routine customer fraud inquiries for a fast-paced team, using critical thinking and empathy to break down issues and resolve incidents. Answer fraud-related calls with strong listening and communication, analyze customer data in real time, and navigate multiple banking systems to assess next steps. Accurately document outcomes and process claims using established procedures and systems while maintaining complete records.
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, using critical thinking to identify incident-triggered problems and concerns.
  • •Use active listening and analytical reasoning to examine customer data in real time during interactions.
  • •Navigate multiple bank systems independently to understand issues and assess courses of action for fraud inquiries.
  • •Document proposed solutions and next steps in multiple systems with clear written communication and obtain customer consent on resolutions.
  • •Process claims accurately and maintain complete records using established procedures and software or manual methods.

Pay and Benefits

Salary: USD 22 - 25 hourly
Perks:Health InsuranceDentalVisionRetirement BenefitsWellness Stipend

Key Requirements

  • •High school degree or equivalent.
  • •General PC troubleshooting/navigation skills and proficiency in Microsoft Office.
  • •Effective telephone etiquette with active listening, empathy, and understanding.
  • •Effective written and verbal communication skills.
  • •2+ years of experience in fraud analysis, customer service, or contact center experience (preferred).
Experience:Fraud analysisFinancial servicesCustomer serviceContact center
Education:High School
Skills:Critical thinkingEmpathyActive listeningAnalytical reasoningTime management
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