Job Information
Citigroup Customer Service Rep - 5 Fraud Early Warning-1 in Jacksonville, Florida
Fraud Early Warning is a challenging and rewarding position responsible for assisting in customer with fraud related topics and providing resolutions in coordination with the Fraud Early Warning team . The overall objective of this role is to address external customer's fraud issues and provide ongoing customer service support.
The Customer Service Representative 5 is an entry-level position responsible for assisting in customer related activities and providing resolutions in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.
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 safeguarding Citigroup , 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.
Job Family Group:
Customer Service
Job Family:
Institutional Customer Service
Time Type:
Full time
Primary Location:
Jacksonville Florida United States
Primary Location Full Time Salary Range:
$43,960.00 - $57,340.00
In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.
Anticipated Posting Close Date:
Jun 24, 2024
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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .
View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .
View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .
View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.