Servicing Ops Sr Specialist

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.