Description 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 ID Theft - Fraud Operations Lead, 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. You will also participate in the reporting of productivity, quality, and other ad hoc requirements in an accurate and timely manner. 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. + Provide mentoring to colleagues in policies and procedures for the area/workflow. + Resolve ID Theft claims on multiple products (for example: checking, savings, credit card, heloc, merchant loans) + The ability to function across multiple bank specific programs/systems simultaneously to conduct research + Manage competing priorities in an accurate and timely manner + Utilize department specific system applications Qualifications, Education, Certifications and/or Other Professional Credentials + 1+ years, experience in Fraud Operations preferred + Ability to remain organized in a face 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 + High School Diploma or equivalent required Hours & Work Schedule + Hours per Week: 40 + Work Schedule: Monday- Friday 8 AM-4:30 PM Hybrid 2 days in office 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. Why Work for Us At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth 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.