OOC Business Support Analyst

Description

The Office of the Customer (OOC) is a dynamic and collaborative environment where colleagues are empowered to make a meaningful impact on customer experience while growing their careers. The OOC Business Support Analyst (BSA) plays a critical role in supporting the operational and compliance functions of the team, ensuring the timely intake, assignment, and resolution of customer complaints and regulatory cases. This role also supports key operational processes, reporting, and communications. As a liaison between the OOC and internal partners, including the Citizens Executive Leadership Group (ELG), branch network, and contact center—the BSA helps drive transparency, accountability, and service excellence. The OOC fosters a strong team culture and offers opportunities for professional development both within the department and across Citizens.

Primary responsibilities: Complaint Intake, Closing & Assignment:

• Reviewing and filtering incoming complaints using the complaint definition established by the Citizens complaint handling policy.
• Opening and Closing cases from Regulatory Portals as well as all OOC mailboxes inclusive of cases received from Citizens Executive Leadership Group.
• Handling special complaint cases to assist the Office of the Customer complaint teams

Operational Oversight:

• Manage printing and mailing & e-mailing of customer communications (Complaints & Military teams)
• Monitor and action all incoming mail and email to OOC mailboxes (Exec & Customer).
• Oversee archiving shared mailboxes and ensure compliance with legal hold and record retention policies for the Office of the Customer, coordinating with Legal and Compliance teams as needed.

Process Improvement & Collaboration:

• Remain flexible in a dynamic environment by adjusting to evolving priorities and tools—including the use of Generative AI—to support continuous improvement across the Office of the Customer.
• Participate in process deep dives to drive continuous improvement
• Collaborate with cross-functional teams to enhance operational efficiency and customer experience.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Strong organizational and time management skills.
• Experience in complaint handling, regulatory compliance, or customer service operations.
• Excellent communication and interpersonal skills.
• Proficiency with SharePoint, case management systems, and Microsoft Office Suite.
• Ability to work independently and collaboratively in a fast-paced environment.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 8:30AM-5:0PM (Monday-Friday)
• Hybrid role requiring a specific number of in office days as required by the business line
• Primary Geographic Locations - Johnston or Pittsburgh

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.