Description
The Fraud & Claims Call Monitoring analyst independently executes call monitoring reviews across across the fraud & claims call center colleagues, ensuring accuracy, compliance, and operational adherence during customer interactions. This role applies established procedures, identifies issues, and contributes to continuous improvement. You will work within established procedures with a moderate degree of supervision. Your goal is to prevent risk to the bank or our customers by handling these requests timely, diligently and completely to ensure that you identify any errors that occurred in the process and ensure a positive customer experience. You will monitor and record results from processes and procedures to ensure that feedback can be given on any errors that are identified.
Primary responsibilities include
Functional Knowledge
Perform Call Monitoring Reviews independently with minimal oversight, ensuring timeliness and accuracy
Adhere strictly to established procedures and correctly apply control requirements
Accurately document exceptions with clear articulation of findings, including “what” and “why”
Ensure outputs are well-documented and understandable to business partners and leadership
Leverage basic tools (e.g., Excel, templates, QC systems) to complete work effectively
Locate, interpret, and apply procedures accurately in all reviews
Business & Operational Alignment
Understand how QC results impact the broader business and partner effectively across teams
Promote process improvements by identifying issues and helping prevent recurrence
Adapt to evolving tools, systems, and technologies (including AI-driven enhancements)
Problem Solving & Issue Management
Identify non-routine issues or discrepancies during reviews
Escalate issues appropriately and in a timely manner
Own and track findings through resolution, ensuring closure of assigned work
Team Support & Leadership:
Act as a go-to resource for newer team members and support onboarding/training efforts
Provide guidance and knowledge sharing without simply handing off work
Model professionalism, accountability, and collaboration
Performance & Impact
Operate with urgency, reliability, and attention to detail
Proactively seek feedback and continuously improve performance
Contribute to team success through consistent, high-quality output
Communication & Interpersonal Skills
Communicate findings clearly and professionally, both written and verbal
Maintain strong working relationships across call monitoring, business lines, and leadership
Demonstrate responsiveness and effective collaboration
Qualifications, Education, Certifications and/or Other Professional Credentials
Required Qualifications
Highly organized and strong attention to detail
Exceptional written and verbal communication skills
Self-directed with excellent time management and prioritization skills
3-5 years’ experience working in an operations environment
Possess and apply strong analytical and effective listening skills
Ability to work under pressure with efficiency and accuracy
Ability to plan and prioritize workload
Ability to multi-task and function efficiently in high volume, fast paced, deadline-oriented environment
Proficient in MS Word, Outlook, and Excel
Positive and customer-focused mindset, adaptable to change
- Preferred Qualifications
2+ Years of experience in Fraud Operations and/or Servicing
Mainframe experience: KO/RMS/ALS/IMPACS/TSYS
Fraud Operations Systems: Verint, CSS, DCM, STAR Station, WRaap, Mastercard, FICO Falcon, Threat Matrix, Compass, FPO, Cypress
Hours & Work Schedule
- Hours per Week: 40
- Work Schedule: Monday-Friday 8:00am-4:30pm, Hybrid (In office 4 days) In either Johnston RI, or Pittsburgh PA
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
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.
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.
We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.
