Citizens Bank Fraud Operations Specialist in Medford, Massachusetts


This role is an Operations Analyst I working in our Fraud Operations Call Center this role is responsible for taking calls from customers and collecting, reviewing, responding, and analyzing data and/or documentation and to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements in a fast paced environment. May also include the reporting of productivity, quality, and other ad hoc requirements in an accurate and timely manner. This position requires the application of various methods, procedures, and knowledge of the business unit’s product(s) and system application(s).

This role performs routine, analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities. May perform other such duties as assigned including trouble shooting operational issues. May participate in projects requiring coordination with other teams. Manage competing priorities in an accurate and timely manner. Utilize department specific system applications.

Regular direct interaction with Customers, Contact Center and Branches over the telephone for inbound and outbound calls.


  • Organization skills

  • Solid ability to multi-task

  • Solid customer service skills

  • Proficiency in PC skills and MS Office

  • Solid analytical skills

  • Solid knowledge of department computer applications and systems

  • Solid written and verbal communication

  • Capacity to work independently

  • 2+ years, Experience in analysis, financial services industry or business line experience a plus

  • Associate Degree Preferred

Hours and Work Schedule

Hours per Week: 40

Work Schedule: Monday, Tuesday, Wednesday, Saturday, Sunday 7:00 AM to 3:30 PM off Thursday and Friday.