Fraud Operations Specialist

Overview

Entry-level Fraud Ops Specialist role completing risk assessments on account activity while delivering customer service to clients, with the aim of early fraud detection to limit financial impact and protect client accounts and identity.

What you'll do

• Perform complex fraud investigations with minimal supervision.
• Respond to complex customer requests that may not be covered by established procedures.
• Identify potential fraud by assessing the validity and applicability of previous or similar experiences and evaluating options in unique situations.
• Resolve highly complex issues directly with the client or third parties.
• Drive organizational change through innovation and process improvement, eliminating friction points for the team.
• Monitor process workflow and quality, and recommend new options to enhance productivity as required.
• Appropriately assess risk when business decisions are made, considering the firm's reputation and safeguarding Citigroup, its clients and assets.
• Adhere to policy, rules and regulations, applying sound ethical judgment, and escalate, manage and report issues with transparency.
• Apply judgement and decision-making in day-to-day work with limited supervision, evaluating situations, resolving issues and identifying appropriate courses of action based on experience and established guidelines.
• Contribute to delivery of work by ensuring quality, timelines and outcomes, and influence execution through coordination, follow-ups and guidance as required.
• Review outputs, provide direction where needed, and address gaps to ensure work meets expected standards, taking ownership of decisions and deliverables within defined scope.
• Ensure effective execution of administrative activities within the function by driving consistency, quality and timeliness of outputs.
• Apply judgement in interpreting requirements and addressing non-routine situations, taking appropriate action within scope or escalating where required.
• Support the smooth functioning of the business area by responding to evolving priorities, supporting implementation of processes, and ensuring reliable and efficient delivery.
• Apply domain expertise and advanced analytical capability to deliver outputs aligned with established standards and professional benchmarks.
• Evaluate business requirements by analyzing complex issues, forming well-reasoned views, and recommending practical, implementable solutions.
• Apply structured thinking, analytical rigor and creativity, particularly where standard methodologies may require refinement.
• Exercise sound professional judgement in interpreting requirements and determining appropriate courses of action, considering the broader business context and potential implications.

What you'll need

• 2-4 years of relevant experience.
• Knowledge and previous experience in the fraud investigation and fraud claims process.
• Extensive knowledge of the Bank's operations and transaction processing platforms.
• Ability to process both inbound and outbound client calls.
• High attention to detail, with the ability to interpret data and organize information.
• Consistently demonstrates clear and concise written and verbal communication.
• Demonstrated ability to remain unbiased in a diverse working environment.
• Bachelor's degree.

Details

• Location: Pune, Maharashtra, India.
• Willing to work in rotational shifts.
• Job family: Fraud Operations (Operations - Services).