Fraud Early Warning (Hybrid)

Overview:

Fraud Early Warning is a challenging and rewarding position responsible for assisting in customer with fraud related topics and providing resolutions in coordination with the Fraud Early Warning team.

The overall objective of this role is to address external customer's fraud issues and provide ongoing customer service support.

Responsibilities:

• Manage client fraud inquiries, ensuring proper investigation and timely resolution that is compliant with departmental standards.
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed.
• Provide clients with transactional and inquiry activity scorecards and host review calls with clients related to productivity and usage of self-service tools.
• Inform customer about problems (system failures, market issues) and provide regular resolution updates.
• Escalate customer feedback, processing delays and errors appropriately.
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base.
• Ensure adherence to all departmental standards and maintain control environment.
• 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:

• 2-4 years of relevant experience.
• Experience in fraud, customer service and/or finance.
• Proficient in Microsoft Office.
• Proven critical thinking and crisis management skills used to problem solve and make decisions.
• Consistently provide attention to detail to ensure accuracy.
• Consistently demonstrate clear and concise written and verbal communication.
• Consistently deliver high-quality customer service with focus on building client relationship and achieving results.

Education:

• High school diploma or equivalent

This position is as a direct point of contact providing high level service to cardholders and Agency/Company Administrators. Responsibilities include, but not limited to, receiving inbound calls from clients, program administrators, merchants, etc. regarding potential fraud activity. Representative will also be responsible for reviewing accounts for fraud indicators and making outbound calls to cardholders to verify card activity.  This position requires excellent communication skills, strong multitasking skills as well as the ability to work in a team environment.

Job Qualifications:

• Extensive customer contact phone experience in a blend environment.
• Must have strong attention to detail and ability to work well independently.
• Excellent communication, analytical, negotiation and decision-making skills.
• Demonstrated dependability and initiative.
• Flexibility and positive attitude.
• Strong multi-tasking skills.
• Background in Fraud Early Warning 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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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.

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