The Fraud Policy Customer Abuse Policy Officer position will lead efforts to identify root causes driving loss performance, customer experience, and loss recovery performance with an emphasis on dispute processing strategies.  This position will require experience in risk assessment, technology used to prevent customer abuse, and partnership with Core Operations/Security Operations functions, all of which will be critical to success.  It will also require a strong analytical orientation and an understanding of fraud types and vectors, retail bank products and a familiarity with operational processes.

Responsibilities:

• Developing analyses and designing reports that provide visibility into fraud trends, patterns and root causes.
• Using analytical data to create a storyboard that Senior Management will use to approve new strategies, process changes or vendor solutions to minimize fraud exposure.
• Track and report emerging trends and opportunities to Senior Management.
• Support ad-hoc fraud policy analysis and projects as required.
• Provide end-to-end views and recommendations that balance client experience, time to booking and new account approval rates with identification of opportunities in fraud mitigation.
• Apply an excellent working knowledge of fraud risk analytics.
• Lead development and implementation of effective fraud avoidance, detection and prevention strategies to mitigate fraud losses while ensuring an appropriate balance between risk and customer experience.
• Interface with internal and external partners to evaluate new tools to enhance detection and analytical capabilities.
• Evaluate impacts and potential fallout of missing data, and drive analysis to aid in prioritization of technology investments to close data gaps.
• Apply subject matter expertise to the prioritization and planning of projects in conjunction with fraud management policies and strategies.
• The position requires substantial interaction with Policy, Operations, Deposit Risk and other functional business partners to optimize business strategies.
• Provide updates and communicate key initiatives to senior management.

Leadership Competencies

• Strong business and data analytical skills with proven track record of complex processes and data analysis
• Ability to manage multiple priorities and deal effectively with demanding business partners
• Ability to work under tight deadlines
• Excellent verbal and written communication and presentation skills
• Ability to interact successfully with business partners, operations, technology and finance teams
• Strong planning, coordination and organization skills
• Ability to work effectively in a cross-functional organization
• Microsoft Office (Word, Excel, PowerPoint, Access) experience
• Effective project management skills

Qualifications:

• 5+ years’ experience in analytics, policy, risk management, and/or operations, preferably in fraud and/or retail banking domains
• Experience with dispute/claims processing strongly preferred
• Experience in designing and/or acquiring systems, technology or process to achieve business objective(s)
• Experience with data and root cause analysis

Education:

• Bachelor’s 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.

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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.

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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.

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