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Citizens · 21 hours ago

Servicing Ops Specialist

One Citizens Bank Way, Johnston, RI, 02919, US

Full-time

Hybrid

Entry Level

1+ years exp

Citizens is a financial institution seeking a Servicing Ops Specialist to create positive interactions with customers during sensitive times. The role involves assisting estates and representatives with inquiries and providing empathetic support while ensuring compliance with legal and regulatory requirements.

BankingCredit CardsFinancial ServicesFinTechRetail

Responsibilities

Field a variety of incoming external calls or internal chats with a passion to deliver high quality solutions for estates and representatives of customers

Help customers and representatives improve their banking experience by providing E2E “white glove” customer service for loans and deposit products and services

Performs advanced clerical operations tasks that are routine and/or repetitive in nature in a fast-paced environment

Utilizes methods, procedures and knowledge of the business unit's product(s) and application(s)

Strong active listening and problem-solving abilities, persistent empathy when interacting with client families

Liaise with colleagues, beneficiaries, family members, and legal representatives to gather required documents, and provide information and support during account processing and closure

Research and respond to inquiries related to deceased accounts and provide timely updates on processing status

Determines the source of problems and works to resolve them accurately and within service level agreements

Ensure all transactions are compliant with applicable laws and regulations

Maintain accurate, detailed records and documentation related to communications and the processing of decedent accounts

Work closely with other departments, including legal, OOC, and branches to facilitate efficient processing and resolve issues

Ability to multitask, prioritize, cross train within the department and assume additional responsibilities as requested by management

Qualification

Customer ServiceBanking OperationsMicrosoft OfficeAttention to DetailEmpathyMultitaskingActive ListeningProblem Solving

Required

High School or equivalent is required

Ability to complete repetitive tasks in an accurate and timely manner

Ability to thrive in a fast-paced, heavily governed environment

Ability to plan & prioritize daily responsibilities and manage multiple tasks

Accuracy and strong attention to detail

Strong written and verbal communication skills

Strong active listening & problem-solving skills with a customer-oriented mindset

Ability to demonstrate past success in being coachable with a ‘can do' positive attitude and being a team player

Beginner to intermediate in Microsoft (MS) Office tools including Outlook, Excel, & Word

Willingness to provide processing support via phone and chat

Ability to work directly with customers and provide an empathetic experience

Preferred

1 year of work experience preferred

Customer Service in Banking/Banking Operations experience preferred

Associate degree preferred

Company

Citizens

Glassdoor3.6

At Citizens, we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do.

Founded in 1828

Providence, Rhode Island, USA

10001+ employees