Description As the Loan Servicing Senior 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 requests within defined processing parameters with some expansion based on developing capabilities and or experiences. Customer service requests are expected to be completed timely, accurately with a focus on attention to detail. Ensure procedures and SOPs are adhered to when performing your work, as measured through quality checks by management and the quality control team. Meet productivity targets and achieve quality checks. + Exceed customer expectations by doing the right thing and working together. Respond to internal/external customer inquiries within 24 hours. Escalate issues to management within 24 hours or raise at daily huddles. Suggest customer experience improvement opportunities as you identify them. + Understand and comply with regulatory requirements that impact your work including state and federal laws. Understand the importance of risk management and how it impacts your daily responsibilities. Complete required Regulatory and HR compliance training each quarter by established deadlines. Escalate risk issues to management immediately. + Identify opportunities to continuously improve the customer experience and/or internal processes for efficiency and risk mitigation. Bring these ideas to management and assist in driving these to completion when asked to do so. Qualifications, Education, Certifications and/or Other Professional Credentials + High School or Equivalent required, Associates Degree preferred + 2-3 years’ experience in operations or lending preferred + Compliance and regulatory knowledge/skills (lending, loan servicing, quality control) + Outstanding customer-service skills + Product knowledge (Home Equity and Auto) Hours & Work Schedule + Hours per Week: 40 + Work Schedule: M-F 7:30am-4:00pm Position is based out of Johnston, RI and is fully onsite, 5 days/week. 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 At Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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. Equal Employment and Opportunity Employer Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates. Why Work for Us At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information. 11/15/2024