Operations Risk Senior Analyst - C12 - JACKSONVILLE

The Fraud Escalation Analyst will be responsible for analyzing defects associated with customer escalations.  The focus will be on researching escalations, determining root cause, recommending resolutions and improvements within defined SLAs.  The Fraud Escalation Analyst will support across NAM fraud including Retail Bank, Branded Cards, CRS, and Security Operations.

The Fraud Escalation Analyst responsibilities include:

• Researching escalations and identifying opportunities for improvement.
  • Primary point of contact for client escalation referrals (Level 3) related to fraud from ERU, senior management, CPB, social media, etc.
  • Ensure all escalations are researched and responded to within established SLAs.
  • Provide clear and well documented responses to ERU, senior management, etc. outlining synopsis of events, all identified opportunities, and any CPPs that have been opened.
• Coordinate triaging of issues and engagement of key resources across Fraud Operations, Fraud Prevention, Fraud Process Integration, Fraud Policy, and Fraud Analytics teams to thoroughly investigate the root cause for escalation and identify opportunities captured as customer pain points (CPPs)
• Lead/contribute to various team and department initiatives through engaged partnership and collaboration.

• 5+ years’ experience in fraud processes and customer interaction with specific experience in risk management.
• Retail Bank experience preferred. Branded Cards or CRS Cards experience will be considered.
• Takes personal accountability for escalating, identifying, analyzing fraud scenarios, internal processes, and managing potential risk.
• Implements controls that enhance the client experience to eliminate customer friction, reduce escalation volumes, and enhance operational efficiency. 
• Candidate must have strong written and verbal communication skills, be able to multitask and prioritize against tight deadlines.
•  Must be able to adapt quickly in a constantly changing environment and collaborate effectively with others to deliver to identify and deliver optimal solutions.  

Education:

• Bachelor’s/University degree or equivalent experience

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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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.

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