Private Bank Fraud Operations Lead

Fraud and Claims Operations Lead

The mission of Private Bank Operations is to provide a best-in-class experience for Private Bank clients and the colleagues that support them.  Private Bank Fraud and Claims Operations provides white glove service to detect and prevent fraud, and to respond and recover to fraud incidents working  hand-in-hand with Client Onboarding, Treasury Onboarding, and Client Experience for Consumer, Commercial, and Business Banking Products.  The role of a Private Bank Fraud and Claims Lead will provide the incumbent experience across the full spectrum of fraud prevention and response, and experience across products and processes supporting several business lines. 

As a Fraud and Claims Lead, you will be responsible for detecting, investigating and preventing fraudulent activity for Private Bank clients. When Fraud does occur, you will be responsible for filing and processing claims with industry-leading client service. This will include regular engagement with clients by phone, and with leaders and bankers by email and phone.  Although you will work within established procedures, you will be expected to drive continuous improvement activities and evidence problem solving skills to identify root cause challenges and solutions with support of the management team. You will be expected to exercise critical thinking, and to collaborate broadly both within the team and across the enterprise.  Your goal is to ensure that fraud and claims inquiries and issues are processed timely, accurately, and completely to ensure a positive customer experience, mitigate risk, and maintain regulatory compliance. You will be expected to encourage collaboration with colleagues and other teams to achieve these objectives, acting as an example for other team members to follow.

Primary Responsibilities Include

• Gain working understanding of applications across Fraud and Claims Operations within Private Bank Ops
• Responsible for preventing losses to Citizens and/or bank customers through fraud detection and fraud claims processing.
• Analyze claims outcomes to identify lessons learned to improve fraud detection and prevention.
• Respond to and resolve escalated client inquires
• Focus on execution within defined processing parameters, as processes are expected to be completed timely, accurately, with great attention to detail. Ensure procedures and SOPs are followed, as measured through quality checks by management/team leader.
• Continuously identify any areas in which processes and SOPs can be improved to enhance client service and mitigate fraud risk, maintaining a questioning and inquisitive attitude for every service case.
• Exceed customer expectations by doing the right thing and working together. Respond to internal/external customer inquiries promptly in accordance with established response timelines. Escalate issues to management within established timeframes and at daily huddles. Suggest customer experience improvement opportunities as you identify them. Demonstrate ability and willingness to drive these to completion.
• Thoroughly understand and comply with regulatory requirements that impact your work including state and federal laws.
• Escalate risk issues to management immediately.
• Perform your daily responsibilities leading by example and demonstrate attributes expected of an emerging leader. Always display a professional and positive attitude with all your interactions, as measured by customer/stakeholder feedback and manager observations.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Self-motivated, dependable, adaptable, and detail-oriented individual with strong analytical, writing, and organizational skills.
• Excellent written and verbal communication.
• Skilled at monitoring, reviewing, and analyzing account activity to identify trends and share those with leadership.
• Ability to work independently and multi-task in a fast paced, ever-changing environment.
• Strong organization and time management skills
• Willingness to assist with special projects and accept new responsibilities.
• Other duties and responsibilities may be assigned, according to the needs of the Business Line
• High School or equivalent degree required; bachelor's degree preferred.
• 3+ years of experience in fraud and claims operations preferred
• 3+ years of client engagement and leadership experience preferred

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday-Friday 8:30AM-5PM, on-site minimum of four days per week subject to change in accordance with Citizens work from home policies.