Description

s 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.

Required Skills and Qualifications

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 Skills and Qualifications

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.

Education

Required high school degree or equivalent.Preferred completed associate degree or above.

Hours & Work Schedule

Hours per Week: 40Work Schedule: 8:30 AM - 5:00 PM Monday - Friday/ Hybrid: 2 days in office in Medford, MA

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens), provides 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, transgendered and transitioning individuals, 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 colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.