Consumer Deposits and Loans Team Lead

Description

We are seeking a dedicated and experienced Team Lead for the Decedent Account Processing Team. This role is crucial in overseeing the processing of Consumer Deposit and Loan accounts for deceased customers, ensuring compliance with legal and regulatory requirements while providing exceptional service to customers and their families during a sensitive time. This position requires the capability to learn all functions within the department, the ability to process complex requests and escalations, the ability to quickly respond and assist in spikes in demand to meet our customer’s needs, and the ability to manage reporting and administrative functions. The department is fast-paced and heavily governed. This environment requires accuracy and attention to detail as there is direct customer impact. During your daily function you will critically examine and improve processes by engaging in continuous improvement and problem solving. Provide compassionate and empathetic support to customers during moments that matter.

Primary responsibilities include

• Research and resolve complex customer requests accurately and within Service Level Agreements.
• Respond to email escalations in a professional and timely manner.
• Problem solve and drive continuous improvement.
• Reporting and administrative duties.
• Monitor daily queues and productivity, restaff processes throughout the day as demand changes.
• Oversight of customer-facing and back-office processing colleagues. 
• Provide management status updates and escalations when necessary.

Qualifications, Education, Certifications and/or Other Professional Credentials

• 3-5 years Operations Experience
• System and product knowledge
• Ability to complete repetitive tasks in a complete and timely manner
• Ability to plan & prioritize daily responsibilities with strong attention to detail
• Understanding of department procedures, key practices
• Ability to identify areas of improvement in personal work and processes
• Strong attention to detail
• Ability to thrive in a fast-paced environment
• Strong written and verbal communication skills
• Proven leadership experience.
• Proficient in MS Office Outlook, Excel, etc
• Call center experience is a plus
• Team player

Hours & Work Schedule

• Hours per Week: 40 
• Work Schedule: 8:00 AM-5:00 PM ET- Monday - Friday, with required OT (overtime) as needed 

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

At Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.