Citi Group Fraud Early Warning Customer Service Rep 

United States, Florida, Jacksonville 

499901292

Responsibilities:

• Manage client fraud inquiries, ensuring proper investigation and timely resolution that is compliant with departmental standards.
• Develop and maintain client portfolio through regular calls and face to face interaction, as needed.
• Provide clients with transactional and inquiry activity scorecards and host review calls with clients related to productivity and usage of self-service tools.
• Inform customer about problems (system failures, market issues) and provide regular resolution updates.
• Escalate customer feedback, processing delays and errors appropriately.
• Maintain knowledge of new market and regulatory requirements affecting client portfolio/base.
• Ensure adherence to all departmental standards and maintain control environment.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguardingCitigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 2-4 years of relevant experience
• Experience in customer service and/or finance
• Proficient in Microsoft Office
• Proven critical thinking and crisis management skills used to problem solve and make decisions
• Consistently provide attention to detail to ensure accuracy
• Consistently demonstrate clear and concise written and verbal communication
• Consistently deliver high-quality customer service with focus on building client relationship and achieving results

Education:

• High school diploma or equivalent

Fraud Early Warning:Responsibilities include taking inbound calls from customers to raise a fraud claim, assist with the removal of a temporary fraud blocks, assist with 3D Secure transaction approval, provide status updates of pending fraud claims, perform high level security verification of inbound callers. This role is also responsible for monitoring fraud queues and performing risk assessments to identify high risk activity and making outbound calls to customers as necessary. Will regularly handle calls from cardholders as well as Agency Program Coordinators as well as Program Administrators.

Anticipated Posting Close Date:

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