Fraud Operations Lead- ID Theft

As a part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself!

As the Fraud Operations Lead for the ID theft team, you will require expertise in a variety of work processes through a combination of job-related training and considerable on-the-job experience. More specifically, you will be responsible for taking calls from customers and collecting, reviewing, responding, and analyzing data and/or documentation to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements in a fast-paced environment. This position requires the application of various methods, procedures, and knowledge of the business unit’s product(s) and system application(s). You will also perform routine, analytical review of data and/ or documentation which may include customer data and/or review for fraud/risk activities, and you may participate in projects requiring coordination with other teams and managing competing priorities in an accurate and timely manner.

Most importantly, you’ll experience new things, create new opportunities, think beyond your role, and make an impact!

Primary responsibilities include

• Responsible for preventing losses to Citizens and/or bank customers through fraud detection or fraud claims processing.
• Responds to and resolves escalated inquiries/problems from staff, internal and external clients.
• Take inbound calls from customers.
• Provide mentoring to colleagues in policies and procedures for the area/workflow.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Required Qualifications
  • High School Graduate or Equivalent Required
  • At least 2 years Banking Experience, Fraud experience preferred
  • Ability to remain organized in a fast paced environment
  • Demonstrated ability to multi-task
  • Ability to work independently or in a team environment
  • Impeccable customer services skills
  • Proficiency in PC skills and MS Office
  • Solid analytical skills
  • High attention to detail
  • Associates Degree preferred

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday -Friday 8am-430pm 4 days in office at the Pittsburgh, PA or Johnston RI locations, 1 day from home