Fraud Complaints Case Review Specialist- Citi Brand Cards (Costco) Hybrid

The Operational Risk Specialist performs relatively complex assignments. Has direct impact on the business by ensuring the quality of the tasks or services provided. Works under little to no direct supervision. May service an expansive and/or diverse array of products/services. Applies working knowledge of technical and professional principles and concepts and in depth knowledge of team objectives. Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function. Ensures the quality and service of self and others. May recommend new options to enhance productivity in accordance with guidelines. Requires tact and diplomacy when exchanging complex or sensitive information with others. Is sensitive to audience diversity. Basic knowledge of the organization, the business and its policies required. Typically responsible for resolving basic to moderately complex problems based on practice and precedence. Able to assess applicability of similar experiences and evaluate options under circumstances not covered by procedures.

Responsibilities

The Fraud Complaints Case Review Specialist responsibilities include:

• Review assigned complaint cases to ensure that all processes, procedures, and policies are followed and are compliant
• Capture specific data concerning complaint cases and input into case review templates/system
• Identify process improvement opportunities and recommendations for coaching and process improvements
• Works with Complaints Business Analyst and Case Review Coordinator to be responsive to capture needs ensuring case study detail facilitates analysis.  Rollup includes meaningful insights and recommendations
• Support various lines of business across NA Fraud including Branded Cards and Citi Retail Services
• Demonstrates technical/administrative expertise
• Ability to meet productivity and quality standards
• Ability to work independently with minimal oversight to meet deadlines

Qualifications

• Experience handling escalated customer inquiries preferred / or work within a specialized role preferred
• Strong understanding of Line-of-Business complaints and complaint capture process

Education:

• High School diploma or equivalent

Business: Citi Brand Cards (Costco) Hybrid

HOP to HOP eligible

Hagerstown candidate eligible to apply

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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