Servicing Ops Analyst

Citizens Bank

2d•Hybrid

About The Position

We’re seeking a detail‑oriented and collaborative Servicing Operations Analyst to join our Regulatory Maintenance team. In this role, you will support key functions across HELOC servicing, flood insurance requirements, Servicemember benefits (SCRA/MLA), vendor oversight, and FCRA compliance. You will work closely with cross‑functional partners, auditors, and examiners to ensure accuracy, compliance, and an exceptional customer experience. This position is ideal for someone who enjoys problem‑solving, thrives in a fast‑paced environment, and wants to grow their career in operations, risk and controls, regulatory compliance, or consumer lending.

Requirements

3+ years in loan servicing, regulatory operations, consumer banking, or secured lending (HELOC experience preferred).
Strong knowledge of HELOC end‑of‑draw requirements, NFIP flood insurance regulations, SCRA/MLA protections, vendor oversight, and FCRA guidelines.
Proven ability to interpret policy, regulatory guidance, and procedures with accuracy.
Analytical mindset with the ability to identify trends and recommend improvements.
Proficiency in Microsoft Excel (filtering, sorting, VLOOKUPs) and servicing platforms.
Strong verbal and written communication skills.
Ability to thrive in a fast‑paced, deadline‑driven environment.
Understanding internal controls, audit readiness, and documentation standards.

Responsibilities

Maintain and update customer information for HELOC end‑of‑draw transitions, flood insurance billing/refunds, SCRA/MLA protections, and Fair Credit Reporting monitoring.
Process daily/weekly/monthly reports across internal and external systems, ensuring accuracy and timely delivery.
Conduct quality‑control reviews and help strengthen internal control environments.
Support regulatory exams and audits as a liaison to internal partners and external examiners.
Serve as a subject matter expert to teammates, providing guidance and cross‑training support.
Assist in training and upskilling junior colleagues, ensuring alignment with department standards.
Participate in team huddles, meetings, and continuous improvement discussions.
Lead or contribute to special projects independently, partnering with all levels of management.
Identify opportunities to simplify processes and improve the customer experience.
Leverage modern tools, including GenAI and automation technologies (e.g., UiPath), to streamline workflows.