What are the responsibilities and job description for the Servicing Ops Sr Specialist position at Citizens?
Description
As the Servicing Ops Sr Specialist, you will be responsible for reviewing and fulfilling customer servicing requests throughout the life cycle of the customer’s loan or line of credit. These requests are often complex in nature and require strong judgment, attention to detail, and a customer-first mindset.
You will play a key role in delivering an exceptional customer experience by ensuring requests are completed accurately, efficiently, and in a manner that consistently meets and exceeds customer expectations. While operating within established procedures, you will also identify opportunities to enhance processes, strengthen controls, and improve overall service delivery. This role requires regular customer communication as well as collaboration with internal business partners to ensure seamless execution and alignment across teams, while maintaining a well-controlled environment that effectively mitigates operational and regulatory risk.
Primary Responsibilities
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.
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
As the Servicing Ops Sr Specialist, you will be responsible for reviewing and fulfilling customer servicing requests throughout the life cycle of the customer’s loan or line of credit. These requests are often complex in nature and require strong judgment, attention to detail, and a customer-first mindset.
You will play a key role in delivering an exceptional customer experience by ensuring requests are completed accurately, efficiently, and in a manner that consistently meets and exceeds customer expectations. While operating within established procedures, you will also identify opportunities to enhance processes, strengthen controls, and improve overall service delivery. This role requires regular customer communication as well as collaboration with internal business partners to ensure seamless execution and alignment across teams, while maintaining a well-controlled environment that effectively mitigates operational and regulatory risk.
Primary Responsibilities
- Service Customer Requests: Process and fulfill a wide range of customer servicing requests with accuracy, timeliness, and a focus on first-time resolution. Demonstrate ownership of requests from intake through completion, ensuring a positive and seamless customer experience.
- Deliver an Exceptional Customer Experience: Consistently exceed customer and business partner expectations by responding to inquiries within established service level agreements, proactively communicating updates, and identifying opportunities to enhance the customer journey.
- Partner Across Teams: Collaborate regularly with internal stakeholders and business partners to resolve complex requests, remove obstacles, and ensure consistent, end-to-end servicing excellence.
- Maintain a Strong Control Environment: Adhere to established procedures, policies, and SOPs while ensuring all activities are performed within a tightly controlled environment. Consistently meet quality and productivity standards and promptly escalate any potential risks or control gaps.
- Ensure Compliance and Risk Mitigation: Maintain a strong understanding of applicable regulatory requirements and internal policies. Actively identify, escalate, and help remediate risk-related concerns to protect the organization and its customers.
- Drive Continuous Improvement: Identify opportunities to improve efficiency, strengthen controls, and enhance the overall customer experience. Share recommendations and support the implementation of process improvements.
- Customer service, mortgage and/or operations experience preferred
- Strong attention to detail and accuracy
- Proficiency in MS Office applications
- Excellent communication skills
- Continuous improvement mindset
- High School Diploma or GED required
- Hours per Week: 40
- Schedule: Monday – Friday, 8:00 AM – 4:30 PM
- Location: Fully on-site at Johnston, RI office
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.
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