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.