Fraud Operations Manager

In this role at Citizens, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself.

As a Fraud Operations Manager, you will be a key player across Debit Recovery, Research, & Adjustments to minimize losses and adhere to organizational standards. This role requires vast expertise in a variety of work processes through a combination of job-related training and considerable on-the-job experience. You will lead the Research, Adjustments, and Recovery team within the Claims Department and will be responsible for growing and developing a high-quality team of investigators and team leads, ensuring proper training and procedures are in place. You will also ensure your team’s compliance with department Service Level Agreements, policies, procedures, and regulatory and risk requirements.

Most importantly, while in this role you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!

Primary responsibilities include

• Manage a multi-site team focused on Debit Recovery, Research, and Adjustments
• Coaching, feedback, development, timesheets, PTO reviews/approvals, day-to-day colleague management, etc.
• Collaborate with the RAR Manager on losses that could be prevented and ways to maximize efficiency, to identify, remedy, update process/procedures/etc. and implement changes to improve recovery
• Assist with and oversee the Research & Adjustments and Recovery functions within Claims Operations
• Work closely with several business partners across the organization to execute deliverables timely and accurately
• Proactively identify, document, and assist with resolving opportunities to increase recovery
• Follow standards and practices for operational control and management to minimize losses
• Prepare and maintain appropriate reports of disputed transactions, activities, financial actions for claims, as necessary

Qualifications, Education, Certifications and/or Other Professional Credentials

• Strong people management and leadership skills
• Moderate understanding of accounting and accounting concepts
• Moderate understanding of Excel and data management/manipulation
• Strong coaching abilities - takes responsibility for coaching to drive performance
• Leadership skills that foster collaboration, respect and harmony amongst colleagues across various teams. Builds a climate that values collaborative/innovative thinking.
• Excellent time management skills; goal driven while also meeting day to day business needs.
• Advanced problem solving skills. Ability to navigate through difficult situations with recovery as the end result
• Excellent verbal and written communication skills and interpersonal skills
• Ability to multi task and work independently, also works well with and fosters communication between multiple colleagues
• Prior experience and/or knowledge of Debit payment networks, including but not limited to Mastercard, STAR, and NYCE Preferred

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday, hours between 7:00 AM and 5:30 PM

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.