Job Information
Citizens Servicing Ops Sr Specialist in Johnston, Rhode Island
Description
As the Servicing Ops Sr Specialist, you will work to understand and process customer requests that relate to various servicing needs during the life of the customers loan/line of credit. These requests will often be more complex in nature. Although you will work within established procedures, you will be expected to identify improvement opportunities within these processes. You will work with a moderate degree of supervision. Your goal is to process these requests timely, accurately, and completely to ensure a positive customer experience. You may need to collaborate with colleagues and other teams to achieve these objectives.
Primary responsibilities include
Process Customer Requests: Handle servicing requests within defined parameters, expanding responsibilities as your skills and experience grow. Ensure all tasks are completed accurately and on time, with strong attention to detail.
Adhere to Standards: Follow established procedures and SOPs, as validated through quality checks by management and quality control teams. Meet productivity and quality targets consistently.
Deliver Exceptional Service: Respond to internal and external inquiries expeditiously within service level agreements. Escalate issues promptly to management or raise them during daily huddles. Proactively suggest improvements to enhance the customer experience.
Ensure Compliance: Understand and comply with all applicable state and federal regulations. Complete required regulatory and HR compliance training each quarter by established deadlines. Immediately escalate any risk-related concerns to management.
Drive Continuous Improvement: Identify opportunities to improve processes for efficiency and risk mitigation. Share ideas with management and assist in implementing improvements when requested.
Qualifications, Education, Certifications and/or Other Professional Credentials
Customer service or operations experience preferred
Strong attention to detail
MS Office skills
Strong communication skills
Continuous improvement mindset
High School Diploma/GED
Hours & Work Schedule
Hours per Week: 40
Work Schedule: 8-4:30pm, Monday - Friday
Position is fully on site at Johnston, RI office
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
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.
Why Work for Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth
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.