Citizens Bank

Description

Fraud Operations Team Leader 

Responsible for assisting manager with the coaching and development of a call center team in Card Fraud Operations. Monitor and ensure service levels are met. Utilize your knowledge and experience to serve as an advisor for junior members of the department. Assist 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 on-boarded. Required to participate in system testing when necessary. Take ownership of projects and handling leading the team during absence of the manager. Monitor workflow and makes necessary adjustments to staffing. Ability to identify and react to current fraud trends. Provide 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. 

Required Skills/Experience:

• Solid customer service orientation and proficient product knowledge.
• Solid problem-solving skills
• Solid organization skills
• Solid ability to multi-task and to function efficiently in a high volume, fast paced deadline-oriented environment.
• Solid knowledge MS Office
• Solid time management skills and the ability to work independently
• Solid written and verbal skills
• Strong interpersonal skills
• Welcoming and easily adapting to change is a must
• 3+ years, professional experience in analysis, financial services industry or business line experience preferred

Prior supervisory experience preferred

Hours and Work Schedule

Hours per Week: 40 hours

Work Schedule: Tuesday-Saturday 1:30pm to 10:00pm, Sunday/Monday OFF

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.