Citizens · 17 hours ago
Servicing Ops Analyst
One Citizens Bank Way, Johnston, RI, 02919, US
Full-time
Hybrid
Mid Level
3+ years expCitizens is seeking a detail-oriented and collaborative Servicing Operations Analyst to join their Regulatory Maintenance team. In this role, you will support key functions across HELOC servicing, flood insurance requirements, and vendor oversight to ensure compliance and an exceptional customer experience.
BankingCredit CardsFinancial ServicesFinTechRetail
Responsibilities
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
Qualification
Required
High School Graduate/GED
Detail-oriented and collaborative
Support key functions across HELOC servicing, flood insurance requirements, Servicemember benefits (SCRA/MLA), vendor oversight, and FCRA compliance
Work closely with cross-functional partners, auditors, and examiners to ensure accuracy, compliance, and an exceptional customer experience
Ability to thrive in a fast-paced environment
Ability to grow career in operations, risk and controls, regulatory compliance, or consumer lending
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
Preferred
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
Company
Citizens
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.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$2B2025-02-26Post Ipo Debt· $750M
2024-07-09Post Ipo Debt· $1.25B
2014-09-23IPO
Leadership Team
Melisa Carrascoza
SVP, Business Banking Market Executive - New England South
Steve Kozek
Head of Commercial Excellence, Senior Vice President
Recent News
2026-01-22
Talk Business & Politics
2026-01-19
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