In this role at Citizens, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself.
As the Fraud Operations Senior Professional, you will develop and implement operational strategy by creating, deploying, and measuring processes while ensuring that the results are monitored. You will review business initiatives and implement and review operational growth and financial business plans. You will also monitor and coordinate operational strategy by making assessments and analyzing trends and drivers within the business to optimize strategy.
Most importantly, you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!
Primary Responsibilities Include
- Provide Fraud operations subject matter expertise on framing data-centric performance monitoring including regulatory, legal, and compliance requirements
- Partner across Fraud, Risk, Workforce Management, and Analytics teams to optimize performance and resource utilization
- Advise on process improvements, documentation, orchestration of workforce
- Clear, concise communications, reporting and frequent updates to senior management
- Develop and maintain operational dashboards, executive reporting, and performance scorecards to provide real-time visibility into fraud operations
- Translate business needs into operational requirements and support implementation of process improvements, automation opportunities, and control enhancements.
- Review and analyze fraud claims, alerts, and case data to identify operational opportunities
- Data skills, Tableau, SQL, Excel preferred
Required Qualifications
- Bachelor’s degree in Business, Finance, Operations Management, or a related field; equivalent professional experience may be considered in lieu of formal education
- 3+ years of experience in Fraud Operations within the financial services industry, with exposure to claims, alerts, call center or transaction monitoring environments
- Deep understanding of bank products and operations; current fraud prevention and detective techniques; and key processes, controls, and exposure areas
- Strong analytical and problem-solving skills to assess risk and develop governance strategies
- Experience monitoring operational performance metrics, service levels, productivity, and backlog management
- Strong communication, stakeholder management, and cross-functional collaboration skills
- Ability to manage multiple priorities in a high-volume, deadline-driven environment
- Advanced proficiency in Microsoft Excel, PowerPoint, and data analysis tool
Hours & Work Schedule
- Hours per Week: 40
- Work Schedule: 8am - 5pm, Monday - Friday
- On site