Fraud Client Experience and Complaints Lead Analyst , VP

The Fraud Client Experience and Complaints Lead Analyst will support the FCFP Fraud Function covering credit, debit, and partner card products as well as other retail banking products with focus on fraud closures and fraud dispute investigations.

Primary responsibilities will include:

• Oversee all CX disciplines and routines related to fraud closures and dispute investigations

• Complaints and NPS analysis - Leveraging NPS performance and Complaints trending, work with Fraud verticals to focus on highest impact areas to reduce pain points and address emerging issues.

• Drive consistency in approach to analysis methodology and partner with teams such as analytics to drive opportunities to develop text analytics/theme modeling capabilities

• Pain Point Management of fraud related items

• Ensure all SLAs are being met for pain point resolution and adherence to required documentation for CPPs.

• Drive solutions to reduce fraud complaints

• Support Weekly Fraud CX Meetings

• Support Customer Experience and Complaints governance activities related to fraud CX

• Support Customer Experience and Complaints performance reporting for various forums such asMonthly Complaints Review, CFPB Review, GRC/IRC Monitoring process, etc.

Qualifications:

• 6 - 10 years' experience in financial services, with specific experience in fraud dispute investigations and complaints management or client experience. 

• Candidate must be an analytical thinker and able to understand policy, process and client experience. 

• Prior experience in a customer facing/client experience optimization environment preferred.

• Knowledge of Microsoft Office suite (intermediate to advanced Microsoft Excel skills). 

• Experience in managing multiple projects in a fast-paced environment

• Experience in SAS, SQL, or related analytical tools a plus but not required

• Knowledge of Qlikview and Medallia is a plus but not required.

Education:

• Bachelor’s/University degree, Master’s degree preferred

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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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Anticipated Posting Close Date:

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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.

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