• Job Description

  Req#: 24724746

  The Fraud Escalation/Complaint 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 and responding to the Executive Response Unit and/or Senior Leaders. The Fraud Escalation Analyst will support across NAM fraud including Retail Bank, Branded Cards, CRS, and Security Operations.
  
  Responsibilities:

  • 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.
  • Coordinate triaging of issues and engagement of key resources across Fraud Operations, Fraud Prevention, Fraud Process Integration, and Fraud Analytics teams in order to thoroughly investigate root cause for escalation.
  • Researching escalations and identifying opportunities for improvement.
  • Partner closely with Fraud Client Experience team to ensure all identified opportunities are captured as customer pain points (CPPs) in JIRA.
  • 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.
  • Update fraud escalation tracker and ensure that all relevant information is captured.

  Qualifications:

  • 5+ years’ experience in Credit Cards or Retail Bank, with specific experience in risk management.
  • Requires background in fraud processes and customer interaction. Prefer direct experience in Retail Bank, Branded Cards or CRS Cards related fraud management.
  • A strong understanding of the fraud life cycle and how to identify specific opportunities within fraud processes to address customer pain points and improve our customer experience is preferred.
  • Exceptional attention to detail with strong organizational skills.
  • Excellent written and verbal communication.
  • Excellent time management skills and the ability to work to tight deadlines in an ever changing fast paced environment.
  • Demonstrated ability to develop a business case and influence others including senior management.
  • Strong ability to oversee and manage multiple efforts/projects simultaneously.
  • Excellent communication and interpersonal skills are required as well as a strong knowledge of how the various teams and processes across fraud work.

  .
  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.

  Bilingual (Spanish/English) - Preferred

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  Job Family Group:

  Risk Management

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  Job Family:

  Fraud Risk

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  Time Type:

  Full time

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  Primary Location:

  Tampa Florida United States

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  Primary Location Salary Range:

  $79,120.00 - $118,680.00

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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 .

  View the "EEO is the Law " poster. View the EEO is the Law Supplement .

  View the EEO Policy Statement .

  View the Pay Transparency Posting

• About the company

  While we're a global bank, our mission is simple: We responsibly provide financial services that enable growth and economic progress. We strive to earn and maintain the public's trust by constantly adhering to the highest ethical standards. We ask our colleagues to ensure that their decisions pass three tests: they are in our clients' interests, create economic value, and are always systemically responsible. When we do these things well, we make a positive financial and social impact in the communities we serve and show what a global bank can do.

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