Job Description: Senior Project & Administrative Support Specialist Overview

We are seeking a highly organized and detail-oriented professional to serve as a Senior Project & Administrative Support Specialist. This hybrid role combines project coordination, data analysis, and administrative support for the Fraud Customer Service Center and corporate functions. The ideal candidate will have experience working with senior leadership, managing multiple priorities, and contributing to high-impact initiatives. This is an excellent opportunity to work closely with fraud leadership and cross-functional teams, while developing relationships that value your input and execution.

Key Responsibilities

• Assist in project planning, developing timelines, and allocating resources for corporate and fraud-related initiatives.
• Conduct data analysis to support decision-making and evaluate project performance.
• Generate and manage daily reports related to Fraud Customer Service operations, including parameter changes.
• Support management of day-to-day performance of offshore vendor partners, ensuring alignment with service-level agreements, key performance indicators, and contractual obligations
• Collaborate with quality, training, reporting and workforce management to ensure offshore teams receive the right support, guidance, and feedback to improve outcomes
• Support management with tracking of queues, mailboxes, production files, vendor expenses and other operational metrics.
• Coordinate and track the completion of deliverables across Fraud Customer Service
• Prepare and follow up on tasks and requests from associated business lines.
• Manage assigned projects from initiation through completion, ensuring deadlines are met.
• Maintain project documentation and prepare reports for project status updates.
• Contribute to process improvement initiatives by identifying areas of optimization and implementing best practices.
• Monitor and track project risks throughout the project lifecycle.

Qualifications

• Proven ability to work with senior leadership and cross-functional teams.
• Strong organizational and prioritization skills; able to manage multiple tasks under pressure.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook) and SharePoint.
• Familiarity with bank systems and applications is preferred.
• Excellent verbal and written communication skills.
• Minimum of 2 years of experience in a team leadership or management support role.
• Fraud Operations experience preferred
• Experience supporting offshore vendor relationships preferred
• Self-motivated, flexible, and dependable.
• Ability to use existing procedures to solve routine or standard problems.

Work Schedule

• Hours per Week: 40

• Schedule: Monday through Friday, 8:30 AM – 5:00 PM position is 4 days in office 1 day from home at our office in Riverside,RI/ Medford,MA/ Pittsburgh,PA, or Glen Allen, VA 

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.

Equal Employment and Opportunity Employer

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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.