Job Description

As a Fraud Claims Sr. Specialist, you’ll play a pivotal role in our Fraud and Claims Operations group, one of our most critical departments at Citizens. Our team is dedicated to protecting our customers, maintaining the highest standards of service, and ensuring the integrity of financial transactions.

You’ll use critical thinking skills to assist customers with existing claims and determine the best next step for the customer and the bank. This role requires the application of various methods, procedures, and knowledge of the business unit’s product(s) and system application(s). Specialists manage competing priorities in an accurate and timely manner and may participate in process enhancements requiring coordination with other teams.

Come join our best-in-class team making a difference for our customers every day. Growth opportunities await you inside our department and within other business areas.

Primary Responsibilities

• Review Claims – Responsible for reviewing claims filed by customers for fraud and risk activity and analyzing information across multiple applications and documentation. Determine the proper next steps based on the scenario and within the guidelines of the regulations.
• Customer Assistance – Handle all elements related to existing claims. Gather evidence through conversations with customer and records with accurate and complete documentation to establish the legitimacy of a claim.
• Digital Literacy – Utilize multiple digital platforms, technologies, and software to investigate and appropriately process the initial steps of a fraud claim. Work independently to apply digital literacy skills to resolve cases effectively.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Required Qualifications
  • High school degree or equivalent, required
  • Experience – 1 year or more of banking and/or claims investigations experience.
  • Adaptability – Ability to thrive in a fast-paced environment and quickly shift priorities as needed.
  • Precision – Strong attention to detail in all tasks and deliverables.
  • Customer-Centric Mindset – Passion for delivering exceptional customer experiences.
• Preferred Qualifications
  • Associate degree, preferred
  • Proficiency in Microsoft Tools – Knowledge of Outlook for effective communication and SharePoint for collaborative work and document management.
  • Banking Knowledge – Previous experience in the banking industry, including an understanding of banking operations, compliance, and customer service best practices.
  • Workflow Application Navigation – Experience in effectively navigating workflow tool applications to streamline processes and enhance productivity.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday 8:30am - 5:00pm Monday-Friday, position requires working 4 days in office at our Riverside, RI office one day from home

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.