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Fraud Client Experience Lead (Hybrid) at Citi

Fraud Client Experience Lead (Hybrid)

Citi Wilmington, DE (On Site) Full-Time

The Fraud Client Experience Analysis Lead will support the PBWM Fraud Prevention function covering retail banking, credit, debit and partner card products.  Focus will primarily be on Retail Banking across NAM.

The Fraud Client Experience Analysis Lead will be responsible for leveraging NPS survey results and complaints data to perform deep dive analysis, identify pain points, recommend actions, and create summary reports for multiple management and solution teams.  This position will assimilate various sources of information to create value-added and strategic analysis. This role will have responsibility for identifying opportunities and developing action plans for optimizing our current processes and strategies through data analysis and coordination with key stakeholders and partners.  The incumbent will be responsible for compiling results into a coherent narrative and turning data into stories that identify pain points and highlight areas for driving significant improvements to improve client experience by increasing NPS and reducing complaints. 


The Fraud CX lead will cover all LOBs in fraud (non Sec Ops). Key responsibilities include:
  • Own CX for NAM Fraud focusing on Retail Bank but may cross into other lines of business.
  • Oversee all CX disciplines and routines
  • Oversight for all FEW NPS Surveys (development, changes, monitoring) - quota management, content, process/response rates
  • Complaints and NPS analysis - Leveraging NPS performance and Complaints trending, lead team t
  • o ocus on highest impact areas to reduce pain points and address emerging issues.
  • Drive consistency in approach to analysis methodology and partner with teams such as analytics to drive opportunities to develop text analytics/theme modeling capabilities
  • Focus on coordination of resources across LOBs to drive efficiency and cross LOB opportunities
  • Weekly CFPB analysis (non Sec Ops)
  • Pain Point Management of fraud related items
  • Ensure all SLAs are being met for pain point resolution and adherence to required documentation for CPPs.
  • Drive solutions to reduce fraud complaints
  • Support all governance activities from Service Excellence/Complaints related to fraud CX.
  • Manage team of C12 CX analysts


  • 5 years experience in financial services, with specific experience in fraud and complaints management or client experience. 

  • Candidate must be an analytical thinker and able to understand policy, process and client experience. 
  • Prior experience in a customer facing/client experience optimization environment preferred.
  • Knowledge of Microsoft Office suite (intermediate to advanced Microsoft Excel skills). 
  • Experience in managing multiple projects in a fast-paced environment
  • Experience in SAS, SQL, or related analytical tools a plus but not required
  • Knowledge of Qlikview and Medallia is a plus but not required.


  • Bachelor’s/University degree or equivalent experience , Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.


Job Family Group: Risk Management


Job Family:Fraud Risk


Time Type:Full time


Primary Location:Jacksonville Florida United States


Primary Location Salary Range:

$100,430.00 - $150,650.00


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 [ Link removed ] - Click here to apply to Fraud Client Experience Lead (Hybrid)

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the Click here to apply to Fraud Client Experience Lead (Hybrid) target="_blank">EEO Policy Statement.

View the Pay Transparency Posting


Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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