The Fraud Complaints Case Review Specialist will support the entire North America Fraud function, within GCB Fraud Prevention, covering credit, debit and partner card products as well as retail banking.

The successful candidate will be responsible to provide case reviews on customer complaints related to Fraud Early Warning from all communication channels. The Case Review Specialist will be responsible for performing comprehensive study reviews of complaint cases and documenting case summaries.

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
• Evaluate random sample and Level 3 complaints utilizing appropriate quality monitoring systems
• 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
• Collaborate with experts across specialized departments
• Support various lines of business across NA Fraud including Branded Cards, Citi Retail Services and Retail Bank
• Demonstrates technical/administrative expertise
• Applies specialized functional area skills and basic knowledge including underlying professional/technical principles or standards, which are well defined
• Understands how duties relate with others in the team/unit and how the unit integrates with others in accomplishing the work of the function
• Ability to meet productivity and quality standards
• Experience within Customer Concern Investigation highly desirable
• Interacts with leaders and experts across functions to resolve moderately complex issues
• Partners with other functions, such as Legal and compliance to understand complaint impacts
• Provides feedback to management to identify performance and business opportunities
• Ability to work independently with minimal oversight to meet deadlines

Qualifications

• 3+ years of recent Fraud Early Warning experience
• Experience handling escalated customer inquiries preferred / or work within a specialized role preferred
• Strong understanding of Line-of-Business complaints and complaint capture process
• Prior work experience in a related job that would provide advanced knowledge of the activities, policies, and procedures of the work area
• High school diploma or equivalent
• Strong PC skills
• Effective interpersonal communication skills
• Ability to multi-task
• Independent thought / objectivity
• Strong writing and active listening skills
• Knowledge of federal and business regulations helpful
• Bilingual (Fluent in English and Spanish) desired but not required

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US

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Time Type :Full time

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