Product Owner- Claims Management

We are seeking a strategic and customer-focused Product Owner with deep expertise in claims management across both front office (customer-facing channels) and back office (operations and case resolution platforms) within the consumer banking sector. In this role, you will support the end-to-end experience for debit card disputes, unauthorized transactions, ACH/wire claims, and electronic payment exceptions.

This is a cross-functional role requiring strong coordination between product, engineering, fraud/risk, operations, and compliance teams. You’ll drive both customer experience and operational efficiency by enhancing tools, workflows, and platforms used by customers and internal users.

Key Responsibilities:

• Work with Neighborhood Leaders to continuously prioritize and refine the product backlog using quantitative and qualitative techniques to ensure that the most valuable work is delivered first.
• Decompose vision into minimal viable product sets of feature and stories into a prioritized product backlog.
• Define and deliver solutions that streamline end-to-end customer claims processes including intake, tracking, resolution, and communications.
• Translate regulatory, operational, and customer needs into epics, user stories, and clear acceptance criteria.
• Partner with fraud operations, risk, compliance, legal, and contact center teams to ensure regulatory adherence.
• Work closely with technology teams to deliver iterative product enhancements via Agile methodologies.
• Use data and customer feedback to continuously improve product performance and customer experience.
• Support incident triage and production issues related to claims processing tools and workflows.
• Ability to understand , read and analyze team results and Agile metrics to effectively communicate progress on product roadmap against the mission and OKRs.
• Serve as the agile pod team’s primary escalation point for challenges and roadblocks using Agile methodologies
• Be accountable for developing plans with timelines and milestones for each deliverable, including detailed work backlog and resource requirements
• Champion change within the organization and inspire partners across business and technology to adopt new capabilities in the claims management space

Front Office (Customer-Facing Experience):

• Collaborate with UX/UI teams to design and refine claims intake experience and customer-facing workflows for submitting disputes and tracking claim status.
• Implement enhancements that reduce claim submission friction and increase self-service resolution rates.
• Ensure alignment with digital banking features, such as real-time transaction notifications and proactive fraud alerts.

Back Office (Operations & Internal User Tools):

• Lead the design and optimization of back-office functions in the Claims platforms used by fraud analysts, claims investigators, and customer service reps.
• Define requirements for workflows including document management, chargeback filing, investigation workflows, escalations, and reimbursements.
• Collaborate with ops teams to identify automation opportunities in claims routing, decisioning, and regulatory response timelines.
• Support integration with third-party systems (e.g., fraud detection engines, core banking systems, chargeback processors).
• Ensure all tools and workflows comply with Reg E, Reg Z, NACHA, UDAAP, and internal risk policies.

Qualifications: Required:

• 3–5+ years of experience as a Product Owner or Product Manager in consumer banking or financial services.
• Demonstrated experience with claims/disputes processes across both customer-facing and operational environments.
• Strong understanding of Regulation E, fraud detection and recovery, chargebacks, and electronic payment systems.
• Experience delivering products within Agile/Scrum frameworks using tools like Jira and Confluence.
• Exceptional communication skills and ability to manage cross-functional stakeholders.

Preferred:

• Experience with digital banking platforms (e.g., FIS, Fiserv, Q2, Alkami) and claims tools (e.g., Actimize, Verint, Salesforce Service Cloud).
• Familiarity with case management, document workflow, and digital identity verification tools.
• Agile certification (CSPO, SAFe PO/PM) and/or Lean Six Sigma experience.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday

Pay Transparency 

The salary range for this position is $110,000 - $155,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.   

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.