Account Closure Specialist

Description

The Account Closure Specialist performs operational tasks within the Consumer Deposit & Loan Operations area. The Specialists must possess the ability to work in a fast paced, high volume, and deadline-controlled environment. The processes reviewed can be multifaceted and may require routine decision-making abilities.  Having knowledge and/or experience within Lending & Loan Servicing, is preferred.

The candidate will be working as a specialist within the Account Closure team in Consumer Deposit and Loan Operations. The primary responsibility of the role is to handle customer requests for Consumer Loan Products, specifically preparing discharge of mortgage for the Home Equity product. Responsibilities may also include working on escalated requests from the Contact Center, C2C, Office of the Chairman, etc. and may require speaking with customers or third parties directly to further assist in resolving escalations.

Both regulatory and operational requirements are reviewed for accuracy, therefore, attention to detail, strong written and oral communication skills are necessary. Written procedures must be followed to ensure consistency in regulatory risks, and any associated operational risks. It is expected that the candidate would understand and improve upon written procedures to ensure alignment with quality control practices and with business line production areas.

The candidate would be expected to consistently complete scheduled daily tasks accurately, and in compliance with the bank’s policies and procedures. Prescribed service level agreements must be met daily, while accommodating key stakeholders and their priorities. Attention to detail is a must to recognize and respond to shifting priorities, all while maintaining accuracy and progress of assigned workload.

As there is a strong customer service focus, the candidate may be called upon to assist in resolving routine customer complaints/issues and this must be done in an accurate and efficient manner.  Efforts must consistently be focused to proactively meet and exceed the needs of our customers. 

The candidate must fulfill all required regulatory training and take advantage of the bank’s learning resources to expand their knowledge in an area lending, loan servicing, risk, and compliance practices, and/or quality control. The candidate is empowered to evaluate and recommend improvements to facilitate the efficiency and effectiveness of quality control efforts and productivity.

Adherence to a set schedule is required; however, extended hours may be necessary dependent upon workload. Special projects and/or duties may also be assigned.

Qualifications

PREFERRED SKILLS/EXPERIENCE:

•              High School or Equivalent required, Associates Degree preferred

•              2-3 years’ experience in operations or lending

•              Compliance and regulatory knowledge/skills (lending, loan servicing, quality control)

•              Outstanding customer-service skills

•              Product knowledge (Home Equity and Auto)

Hours and Work Schedule:

Hours per Week: 40

Work Schedule: M-F 8:30-5PM

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 value diversity, equity and inclusion, and treat everyone with respect and professionalism. 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.