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COVID-19:

The health and safety of our colleagues and candidates for employment are our highest priority. Accordingly, Citi continues to monitor the COVID-19 situation closely. We have implemented precautionary measures across our firm globally, including conducting all candidate interviews virtually on a temporary basis until further notice where needed.

Customer Service Fraud Specialist in Jacksonville, FL

Job Req ID 21375389 Primary Location Jacksonville, Florida Job Category Operations - Services
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The Fraud Ops Specialist is an entry level position responsible for assisting in efforts to ensure fraud risk policy and controls are applied to minimize the impact of fraud incidence and prevent loss in coordination with the Fraud Operations team. The overall objective of this role is to assist in managing fraud losses by ensuring analysts make appropriate decisions using risk/reward balance methodology.

Responsibilities:

  • Perform dispute review of Fraud claims that may be submitted in error or may be knowingly submitted to avoid repayment of charges
  • Contact card members to verify changes, requests and potential fraud applications and investigate unbilled and posted transactions
  • Investigate claims involving our high value and Base customers, including claim challenges, and detect fraud rings in their early stages
  • Investigate compliance sensitive processes involving significant financial and regulatory risk, and make discretionary decisions
  • Respond to escalations as appropriate regarding dispute claims and verify accuracy of manual processing and process controls
  • Partner with Fraud Policy to review High Risk claims and provide insight into emerging loss trends
  • Balance Net Promoter Score and ensure a positive customer experience while managing / minimizing operating losses
  • Comprehend, determine and direct the specific verification / investigative procedures to be used in the processing of a customer's information
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

  • 1-3 years relevant experience
  • Minimum of 1 year Retail Services Fraud Operations and Dispute/Investigation experience
  • Ability to process both inbound and outbound client calls
  • Robust analytical skills and high attention to detail with the ability to interpret data and organize information
  • In-depth working knowledge of FEW processes and procedures
  • Consistently demonstrates clear and concise written and verbal communication
  • Demonstrated ability to remain unbiased in a diverse working environment

Education:

  • High School diploma or equivalent

About our location

The Jacksonville site is a strategic site for Citigroup, with multiple lines of business located on campus.  We are seeking career minded individuals who desire to take advantage of the multiple career paths available within our organization.

Together, we serve Citi’s Consumer and Commercial banking division, helping clients from all over the world find answers to their financial questions.

We accomplish this all within a state of the art facility which contains a cafeteria, fitness center, onsite medical facility, and an award winning child care and learning center.  In addition, our team members enjoy an extensive and highly competitive benefit package that includes a comprehensive insurance plan, matching 401K program, and a tuition reimbursement program.

The work that we do here goes way beyond the walls of our facility. We are the face and voice of Citi and we enable Citi to deliver on the high level of service and integrity so critical to helping clients turn their ambition into achievement.

We are a crucial part of how the world views Citi—a responsibility we take seriously.   We have a close knit and supportive culture, and consider it a privilege to work with the extraordinary people on our team, in our workplace, and across our organization.  We hope you feel the same way, and consider joining us to jumpstart your career and catalyze progress for our clients and for Citi.

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Job Family Group:

Operations - Services

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Job Family:

Fraud Operations

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Time Type:

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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  • Join our team
    of 220,000+
    strong diverse employees

  • Socially minded employees volunteering in communities across 90 countries

  • Meaningful career opportunities thanks to a physical presence in over 95 markets

We foster a culture that embraces all individuals and encourages diverse perspectives, where you can make an impact and grow your career. At Citi, we value colleagues that demonstrate high professional standards, a strong sense of integrity and generosity, intellectual curiosity, and rigor. We recognize the importance of owning your career, with the commitment that if you do, we promise to meet you more than half way.

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