Description

We are seeking a dedicated and experienced Team Lead for the Decedent Account Processing Team. This role is crucial in overseeing the processing of Consumer Deposit and Loan accounts for deceased customers, ensuring compliance with legal and regulatory requirements while providing exceptional service to customers and their families during a sensitive time. This position requires the capability to learn all functions within the department, the ability to process complex requests and escalations, the ability to quickly respond and assist in spikes in demand to meet our customer’s needs, and the ability to manage reporting and administrative functions. The department is fast-paced and heavily governed. This environment requires accuracy and attention to detail as there is direct customer impact. During your daily function you will critically examine and improve processes by engaging in continuous improvement and problem solving. Provide compassionate and empathetic support to customers during moments that matter.

Primary responsibilities include

Research and resolve complex customer requests accurately and within Service Level Agreements.Respond to email escalations in a professional and timely manner.Problem solve and drive continuous improvement.Reporting and administrative duties.Monitor daily queues and productivity, restaff processes throughout the day as demand changes.Oversight of customer-facing and back-office processing colleagues. Provide management status updates and escalations when necessary.

Qualifications, Education, Certifications and/or Other Professional Credentials

3-5 years Operations ExperienceSystem and product knowledgeAbility to complete repetitive tasks in a complete and timely mannerAbility to plan & prioritize daily responsibilities with strong attention to detailUnderstanding of department procedures, key practicesAbility to identify areas of improvement in personal work and processesStrong attention to detailAbility to thrive in a fast-paced environmentStrong written and verbal communication skillsProven leadership experience.Proficient in MS Office Outlook, Excel, etcCall center experience is a plusTeam player

Hours & Work Schedule

Hours per Week: 40 Work Schedule: 8:00 AM-5:00 PM ET- Monday - Friday, with required OT (overtime) as needed 

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), provides equal employment and advancement opportunities to all applicants for employment and colleagues 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, transgendered and transitioning individuals, 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 colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.