Servicing Ops Analyst- Estate Services

Citizens Bank • Johnston, RI

7d • Hybrid

About The Position

The Servicing Ops Analyst will be responsible for creating positive interactions with customers during a sensitive time, whether that’s delivering an empathetic service experience or helping to process requests. This analyst will assist branches, estates and representatives of customers with various requests, often including by phone, chat or email. These requests will include various inquiries or maintenances pertaining to: notifying the bank of death, obtaining information on the account(s), state reporting, and disbursing funds. This position requires the capability to process requests and provide service via phone or chat in a fast-paced environment with complex subject matter while complying with varying legal and regulatory requirements. The analyst will bring to the role a strong command and control of the underlying systems, general product knowledge, and a continuous improvement mindset. The candidate will have the ability to collaborate, problem solve, and provide compassionate and empathetic support to customers during moments that matter.

Requirements

• 3+ years of work experience
• Customer Service in Banking/Banking Operations experience preferred.
• Ability to complete repetitive tasks in an accurate and timely manner.
• Ability to thrive in a fast-paced, heavily governed environment.
• Ability to plan & prioritize daily responsibilities and manage multiple tasks.
• Accuracy and strong attention to detail.
• Strong written and verbal communication skills.
• Strong active listening & problem-solving skills with a customer-oriented mindset.
• Ability to demonstrate past success in being coachable with a ‘can do’ positive attitude and being a team player.
• Beginner to intermediate in Microsoft (MS) Office tools including Outlook, Excel, & Word.
• Willingness to provide processing support via phone and chat.
• Ability to work directly with customers and provide an empathetic experience.

Nice To Haves

• Associate degree preferred.

Responsibilities

• Field a variety of incoming external calls or internal chats with a passion to deliver high quality solutions for estates and representatives of customers or branches.
• Help customers and representatives improve their banking experience by providing a beginning to end “white glove” customer service experience for loans and deposit products and services.
• Performs advanced clerical operations tasks that are routine and/or repetitive in nature in a fast-paced environment.
• Utilizes methods, procedures and knowledge of the business unit's product(s) and application(s).
• Strong active listening and problem-solving abilities, persistent empathy when interacting with client families.
• Liaise with colleagues, beneficiaries, family members, and legal representatives to gather required documents, and provide information and support during account processing and closure.
• Research and respond to inquiries related to deceased accounts and provide timely updates on processing status.
• Determines the source of problems and works to resolve them accurately and within service level agreements.
• Ensure all transactions are compliant with applicable laws and regulations.
• Maintain accurate, detailed records and documentation related to communications and the processing of decedent accounts.
• Work closely with other departments, including legal, OOC, and branches to facilitate efficient processing and resolve issues.
• May need to work independently on special projects with frequent interaction with all levels of management, serving as a resource for the business unit and process improvement.
• Ability to multitask, prioritize, cross train within the department and assume additional responsibilities as requested by management.
• The position may include reporting responsibilities and may assume department administrative duties as needed.
• Able to demonstrate and talk to our processes with external partners.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED