Fraud Operations Team Leader

Description

At Citizens, we're more than a bank and here, you'll experience new things, create new opportunities, think beyond your role and make an impact! In the Fraud Operations Team Leader role, you will lead the Fraud Investigations team within the Fraud Support Department. You will be responsible for all the operational workflows supporting the department, such as: colleague workflows, fraud prevention online issues, alert escalations, and account level fraud. Additionally, you will help to grow and develop a high-quality team of fraud investigation investigators ensuring proper training and procedures are in place. You will also manage, identify, and make improvements in reporting and current processes. Lastly, you will partner with cross functional teams to ensure the company adheres to policy requirements and SLAs set forth by enterprise senior leaders, Fraud Strategy Team, compliance as well as partner banks. Most importantly, as a part of our team, you're made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself!

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.
• Provides mentoring to colleagues in policies and procedures for the area/workflow.
• Monitors service levels, quality and productivity of the team.
• Supports the Fraud Operations team to mitigate risk.
• Meets internal and external operational SLAs through process improvements and ongoing initiatives to elevate performance.
• Becomes the company subject matter expert on fraud Investigation processes, verifications, tools, and fraud investigation/detection operational workflows.
• Responsible for assisting manager with the coaching and development of a team of Fraud Investigators towards personal and career development, empowering them towards continuous improvement and larger impact to the business.
• Monitors and ensures service levels are met.
• Utilizes knowledge and experience to serve as an advisor for junior members of the department.
• Assists in the preparation of reports for management on departmental goal achievement.
• Research and resolve complex operational issues.
• Embed and embrace transformation within the business.
• Help develop processes and training plans as new products and services are onboarded.
• Participates in system testing when necessary.
• Takes ownership of projects and handling leading the team during absence of the manager.
• Monitors workflow and makes necessary adjustments to staffing.
• Identifies and reacts to current fraud trends.
• Assists in daily processing to ensure completion of work.
• Provides exceptional customer service in all written and verbal communications to both internal and external customers.
• Excellent written and verbal communication with team, peers, vendors and senior leadership.
• Prioritizes multiple projects and tasks dependent on risk and customer experience.
• Ability to provide and receive open and honest feedback.

Minimum Qualifications

• 1+ years, experience in Fraud Claims or in a banking leadership position
• 6 months+ experience coaching and developing team members possessing strong leadership skills
• Proven successful ability to multi-task and strong time management skills
• Ability to work independently or in a team environment
• Minimum intermediate level of proficiency in PC skills and MS Office, including Excel
• Demonstrated past experience with having high attention to detail

Preferred Qualifications

• Proven ability to remain organized in a fast paced environment
• Demonstrated successful past experience with exceptional customer services skills
• Possesses solid analytical skills

Educational Requirements

• Minimum of completed High School degree or GED

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 8:30 AM - 5:00 PM Monday through Friday
  • 100% in office until fully trained; then Hybrid with minimum of 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

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

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.
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