Servicing Ops Sr Specialist

Citizens • Johnston, RI

5h • Onsite

About The Position

As the Servicing Ops Sr 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.

Requirements

• Customer service or operations experience preferred
• Strong attention to detail
• MS Office skills
• Strong communication skills
• Continuous improvement mindset
• High School Diploma/GED

Responsibilities

• Process Customer Requests: Handle servicing requests within defined parameters, expanding responsibilities as your skills and experience grow. Ensure all tasks are completed accurately and on time, with strong attention to detail.
• Adhere to Standards: Follow established procedures and SOPs, as validated through quality checks by management and quality control teams. Meet productivity and quality targets consistently.
• Deliver Exceptional Service: Respond to internal and external inquiries expeditiously within service level agreements. Escalate issues promptly to management or raise them during daily huddles. Proactively suggest improvements to enhance the customer experience.
• Ensure Compliance: Understand and comply with all applicable state and federal regulations. Complete required regulatory and HR compliance training each quarter by established deadlines. Immediately escalate any risk-related concerns to management.
• Drive Continuous Improvement: Identify opportunities to improve processes for efficiency and risk mitigation. Share ideas with management and assist in implementing improvements when requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees