Title Customer Specialist

Citizens Financial Group•Johnston, RI

46d

About The Position

As the Title Customer Specialist , you will help to establish a new vertical at the bank, joining an innovative team dedicated to enhancing client experiences through the ONE CITIZENS approach. You will facilitate, monitor, and validate onboarding and servicing processes. This role requires a curious individual who is willing to learn the nuances of the title industry (unique state requirements, vendor specifics and implementing APIs). There is an expectation to maintain expertise in operational capabilities, systems, and products, ensuring high-quality execution of tasks, and providing exceptional support across the organization. Primary responsibilities include Deliver professional customer service for onboarding, servicing, and daily operations related to Title Deposits and Products. Facilitate, monitor and validate onboarding and servicing processes for Title products, maintaining expertise in operational capabilities, systems, and products, and managing tickets and cases for Core Ops teams; facilitating post-execution documentation, sending welcome letters with wiring instructions, and enabling portal enrollment and setup; addressing exception requests, managing mailboxes for sales and service teams, and channeling requests for amendments, disbursements, triggering, termination, and ops exception requests. Reporting and communication management for escalation, customer concerns and product optimization. Listening to and communicating feedback from our clients will allow us to identify new products, new services and better ways to deliver payments. Reporting and tracking defects to delight our customers and provide clear feedback to our operations partners. Build and maintain reporting provides transparency to track speed of implementation, value of increased deposits as well as customer issues.

Requirements

Bachelor’s degree in business administration, Finance, or a related field.
Proven experience in operations management, preferably within the financial services industry.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Proficiency in relevant software and systems (e.g., Salesforce, Microsoft Office Suite).

Nice To Haves

Advanced degree or certification in a related field.
Knowledge of treasury services and entitlements.
Knowledge of Title and Escrow industry

Responsibilities

Deliver professional customer service for onboarding, servicing, and daily operations related to Title Deposits and Products.
Facilitate, monitor and validate onboarding and servicing processes for Title products, maintaining expertise in operational capabilities, systems, and products, and managing tickets and cases for Core Ops teams; facilitating post-execution documentation, sending welcome letters with wiring instructions, and enabling portal enrollment and setup; addressing exception requests, managing mailboxes for sales and service teams, and channeling requests for amendments, disbursements, triggering, termination, and ops exception requests.
Reporting and communication management for escalation, customer concerns and product optimization.
Listening to and communicating feedback from our clients will allow us to identify new products, new services and better ways to deliver payments.
Reporting and tracking defects to delight our customers and provide clear feedback to our operations partners.
Build and maintain reporting provides transparency to track speed of implementation, value of increased deposits as well as customer issues.