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AVP Fraud Risk Senior Analyst - Fraud Digital Communications

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Job Details
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Wilmington, DE 19893
Job Description

The Fraud Digital Communications Analyst will support the North America Risk Operations Fraud function for FICO CCS and internal Self-Servicing Channels covering Debit and Retail Banking products. This Analyst will also provide secondary support to the fraud functions for Branded Cards and CRS, as needed.

The successful candidate will be responsible for assisting the Digital Communication’s Application Lead in managing our automated customer contact engine which is used for notifying Citi customers of potential fraud on their accounts. The candidate will also assist with developing the internal Citi self-servicing channels (i.e. IVR, online, mobile, etc.). This role will have responsibility in assisting in the overall execution of our fraud digital communications agenda and optimizing our current strategies leveraging data analysis to find opportunities.


+ Assist the Digital Communication Application Lead to ensure consistency across NA Risk Operations fraud functions to leverage best practices to optimize our fraud digital communications strategy

+ Leverage data driven analytics to make appropriate recommendations regarding contact strategies and the usage of interactive channels (SMS, Email, Voice Calls)

+ Assist in driving business cases and impact assessments are completed for all client experience related projects

+ This candidate will work closely with our Digital Communication Testing team to ensure the proper testing and validation associated with automated contact engine initiatives are robust and complete

+ Assist in determining level of impact, severity, and identifying solutions to resolve any identified application defects

+ Ensure that the client experience across our digital communication channels is consistent

+ Subject matter expert of the digital and non-digital business processes

+ Support testing, data requirements, and validation associated with digital communication initiatives

+ Day-to-day support of self-service channels and automated contact engine performance rule logic

+ Support production issues management

+ Assist in developing roadmap for future enhancements

+ Participate in efforts to deliver against goals and targets set across NA Risk Operations Fraud functions.

+ Communicate with key stakeholders across NA Fraud, CE, global, and other business areas to drive awareness and improvement of fraud capabilities and client experience performance

+ Provide support and deliver against Citi Agile journey initiatives to advance Citi’s mobile/digital first strategy

+ Subject matter expert of TCPA regulations and assist ensuring automated contact processes are compliant

The scope of the work will focus heavily on optimizing our fraud digital communications strategy for the NA Risk Operations fraud function.There will be frequent coordination across functions (both internally and externally) including program management, policy, operations, MIS, 3rd party suppliers to execute change to our digital strategy and communications. Candidate must have excellent communication and interpersonal skills as well as a strong attention to detail and ability to understand business process flows.


+ 3+ years experience in financial services, with specific experience in fraud, and retail banking products.

+ Prior digital communications, process management, or decision engine management experience.

+ Experience in managing multiple projects in a fast-paced environment.

+ Direct experience in fraud is preferred

+ Candidate must be client focused and prior experience in a customer facing/client experience optimization environment preferred.

+ Passionate about improving current customer facing processes

+ Self-motivated and organized

+ Excellent written and verbal communication skills

+ Experience working with multi-channel automated contact engines such as Adeptra/FICO CCS, Varolli, SoundBite, LiveVox, Nuance, USAN, or previous IVR management is a plus.


+ 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.

Grade :All Job Level – All Job FunctionsAll Job Level – All Job Functions – US

Time Type :Full time

Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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