Servicing Ops Analyst

Description

• Maintain and update customer information for HELOC end‑of‑draw transitions, flood insurance billing/refunds, SCRA/MLA protections, and Fair Credit Reporting monitoring. 

• Process daily/weekly/monthly reports across internal and external systems, ensuring accuracy and timely delivery. 

• Conduct quality‑control reviews and help strengthen internal control environments. 

• Support regulatory exams and audits as a liaison to internal partners and external examiners. 

• Serve as a subject matter expert to teammates, providing guidance and cross‑training support. 

• Assist in training and upskilling junior colleagues, ensuring alignment with department standards. 

• Participate in team huddles, meetings, and continuous improvement discussions. 

• Lead or contribute to special projects independently, partnering with all levels of management. 

• Identify opportunities to simplify processes and improve the customer experience.

• Leverage modern tools, including GenAI and automation technologies (e.g., UiPath), to streamline workflows.

• 3+ years in loan servicing, regulatory operations, consumer banking, or secured lending (HELOC experience preferred). 

• Strong knowledge of HELOC end‑of‑draw requirements, NFIP flood insurance regulations, SCRA/MLA protections, vendor oversight, and FCRA guidelines. 

• Proven ability to interpret policy, regulatory guidance, and procedures with accuracy.

• Analytical mindset with the ability to identify trends and recommend improvements.

• Proficiency in Microsoft Excel (filtering, sorting, VLOOKUPs) and servicing platforms. 

• Strong verbal and written communication skills.

• Ability to thrive in a fast‑paced, deadline‑driven environment. 

• Understanding internal controls, audit readiness, and documentation standards. 

•  Hours & Work Schedule

• 40 hours per week

• Hybrid 4 days in office, 1, remote

• 8:00am to 4:30pm

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.