Fraud Operations Specialist

The Fraud Ops Specialist is an entry level position responsible for completing thorough risk assessments when reviewing account activity while also delivering exceptional customer service to our clients. Early fraud detection is critical in minimizing financial impact as well as protecting our client’s account and identity.

Responsibilities:

• Perform complex fraud investigations with minimal supervision
• Respond to complex customer requests that may not be covered by established procedures
• Identify potential fraud, by assessing the validity and applicability of previous/similar experiences and evaluating options in unique situations
• Resolve highly complex issues directly with client, or third parties
• Drive organizational change through innovation and process improvement, eliminating friction points for team
• Monitor process workflow, quality, and recommend new options to enhance productivity as required
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, its clients and assets, by adhering to Policy, rules and regulations, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting issues with transparency.
• Applies judgement and decision-making in day-to-day work with limited supervision, including evaluating situations, resolving issues, and identifying appropriate courses of action based on experience and established guidelines. Will contribute to delivery of work by ensuring quality, timelines, and outcomes, and will influence execution through coordination, follow-ups, and guidance as required. In addition, may review outputs, provide direction where need, and address gaps to ensure work is completed to expected standards, while taking ownership of decisions and deliverables within defined scope.
• Ensuring effective execution of administrative activities within the function by driving consistency, quality, and timeliness of outputs. Apply judgement in interpreting requirements and addressing non-routine situations, taking appropriate action within scope or escalating where required. Will contribute to the smooth functioning of the business area by responding to evolving priorities, supporting implementation of processes, and ensuring reliable and efficient delivery aligned to operational expectations.
• Applying domain expertise and advanced analytical capability to deliver outputs aligned with established standards and professional benchmarks. Will evaluate business requirements by analyzing complex issues, forming well-reasoned views, and recommending practical, implementable solutions. Apply structured thinking, analytical rigor, and creativity in approaching work, particularly in situations where standard methodologies may require refinement. Will exercise sound professional judgement in interpreting requirements and determining appropriate courses of action, taking into account the broader business context and potential implications.

Qualifications:

• 2-4 years relevant experience
• Knowledge and previous experience in the Fraud Investigation and Fraud claims process
• Extensive knowledge of the Bank's Operations and transaction Processing platforms
• Ability to process both inbound and outbound client calls
• High attention to detail with the ability to interpret data and organize information
• Consistently demonstrates clear and concise written and verbal communication
• Demonstrated ability to remain unbiased in a diverse working environment
• Willing to work in Rotational Shifts

Education:

• Bachelor’s degree

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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