Fraud Ops Specialist - C04 [Monday-Friday, Day Shift]

As a Fraud Ops Specialist at Citi, your key responsibilities include performing thorough investigations into potential fraud activity on credit card accounts, responding to client inquiries efficiently, and ensuring a positive customer experience. You'll also verify charges and recent transactions with card members, assess risks appropriately, and maintain adherence to company policies and regulations.

To become a Fraud Ops Specialist at Citi, a high school diploma or equivalent is required, along with 1-3 years of relevant experience, including at least 1 year in customer service. Strong attention to detail, clear communication skills, and an ability to work in a diverse environment are crucial.

Citi is committed to the professional development of its Fraud Ops Specialists. You will receive ongoing training, mentorship opportunities, and performance feedback to help you grow in your career. Additionally, Citi offers competitive benefits, including medical and wellness programs, designed to support your work-life balance.

The work schedule for a Fraud Ops Specialist at Citi is Monday to Friday with varying start times between 7 AM and 9 AM CST. This allows for a structured day shift that promotes work-life balance while effectively serving our customers.

Citi prioritizes a positive customer experience by equipping Fraud Ops Specialists with the necessary resources and support to address client concerns effectively. Training on customer service best practices and continuous performance evaluation helps ensure that you can provide exceptional service under limited supervision.

To effectively conduct a fraud investigation at Citi, you should outline your steps starting from analyzing account activity to gathering all relevant data. Explain your process for verifying transactions and how you would escalate any concerns while ensuring a thorough approach to uphold the company's reputation.

When faced with challenging customer interactions, emphasize your ability to remain calm and empathic. Discuss strategies such as active listening, validating their concerns, and providing clear solutions. Highlight your commitment to ensuring a positive outcome regardless of the situation.

To assess risk effectively, I rely on data analysis techniques, red flags, and patterns indicative of fraudulent activity. I also incorporate verification procedures that involve direct communication with clients to confirm the legitimacy of their transactions.

Discuss your previous customer service roles focusing on how you've developed communication and problem-solving skills. Mention any specific instances where you've successfully navigated complex client issues, showcasing your ability to provide exemplary service in high-stress situations.

Express your passion for protecting clients and helping them navigate potential fraud issues. Discuss how Citi’s commitment to integrity and customer service aligns with your professional values and your desire for a career in risk management and operations.

Explain your approach to task management, such as categorizing inquiries based on urgency and complexity. Highlight methods you use to stay organized and ensure that all clients receive prompt and accurate responses.

Teamwork is vital in fraud operations for sharing insights, addressing larger issues collaboratively, and ensuring consistent client experiences. Share examples of how you’ve collaborated with colleagues, contributing actively to team success while supporting individual tasks.

Provide an instance where your attention to detail prevented an oversight or led to a positive outcome. Emphasize the importance of accuracy in fraud detection and how thoroughness in reviewing information aligns with Citi's operational standards.

Identify challenges such as staying updated on evolving fraud tactics and managing client expectations during stressful interactions. Discuss your readiness to tackle these challenges through continuous learning and adaptability in your role.

Share both mental and practical strategies you use to manage stress, such as deep-breathing techniques, taking brief pauses, or focusing on solutions rather than problems. Relate this back to the importance of providing excellent customer service, even under pressure.