Fraud Operations Professional

In this role, you’ll experience new things, create new opportunities, think beyond your role, and make an impact.

 As the Fraud Operations Professional, you will support the Fraud and Claims Operations teams through the Command Center.  The Command Center is the centralized workforce orchestration and management hub that provides process documentation support, procedure writing, and data platforms used to manage the operations efficiently. 

 The Fraud Operations Professional is responsible for documenting, and optimizing business processes across the organization. This role partners with business leaders, operations teams, risk, compliance, and technology partners to develop standard operating procedures (SOPs), create process maps, define future-state operating models, and drive process standardization and continuous improvement initiatives. The position ensures processes are efficient, scalable, compliant, and aligned with organizational objectives. The role also serves as a subject matter expert in fraud operations processes as well as documentation methodologies, workflow analysis, and business process redesign. Inspired by process-mapping and process-design practices documented in internal methodologies and procedure frameworks

Process Design & Improvement

• Analyze current-state business processes to identify inefficiencies, risks, and improvement opportunities.
• Facilitate process discovery sessions and stakeholder interviews.
• Design future-state workflows that improve efficiency, quality, and customer experience.
• Recommend process automation, standardization, and control enhancements.
• Support business transformation and operational excellence initiatives.

Process Mapping & Documentation

• Develop end-to-end process maps, swimlane diagrams, and workflow documentation.
• Maintain process inventories and process architecture repositories.
• Document process inputs, outputs, decision points, controls, and stakeholder responsibilities.
• Ensure process documentation aligns with enterprise standards and governance requirements.

Standard Operating Procedures

• Create, update, and maintain SOPs, job aids, work instructions, and procedural documentation.
• Establish documentation standards and version-control practices.
• Partner with business owners to ensure procedures remain accurate and compliant.
• Support audit, risk, and regulatory reviews through comprehensive documentation.

Stakeholder Engagement & Governance 

• Collaborate with business leaders, operations teams, technology partners, and risk organizations.
• Facilitate process reviews and approval sessions.
• Provide training and guidance on process documentation and continuous improvement methodologies.
• Monitor adherence to established procedures and identify opportunities for enhancement.

Most importantly, you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!

Primary responsibilities include

• 5+ years of experience in process improvement, business analysis, operational excellence, or process management. 
• Demonstrated experience developing SOPs, process maps, and business process documentation. 
• Proficiency with process mapping tools such as Visio, Lucidchart, Signavio, Blueworks Live, or similar platforms. 
• Strong analytical, facilitation, and problem-solving skills. 
• Excellent written and verbal communication skills.

Qualifications, Education, Certifications and/or Other Professional Credentials

• College degree and/or 5+ years of Fraud Operations expertise
• Lean, Six Sigma, BPM, or Process Excellence certification. 
• Experience leading enterprise process redesign or transformation initiatives. 
• Knowledge of risk management, controls documentation, and governance frameworks. 
• Experience supporting automation, workflow, or digital transformation projects.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: M-F 8-5 position is 4 days in office at our Irving, TX office (1 day from home)

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Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.