Servicing Ops Sr Specialist

Citizens Financial Group • Johnston, RI

2d

About The Position

The Servicing Operations Senior Specialist plays a key role supporting customer account maintenance across Consumer Deposit and Savings products. This role serves as a subject matter expert within the team, handling complex servicing requests, supporting quality control, and helping drive consistency and accuracy across daily operations. The Senior Specialist partners closely with branches, contact centers, and internal business partners to ensure requests are completed accurately, timely, and in accordance with established service levels and regulatory requirements. The team's scope includes: Primary responsibilities include Process and resolve complex customer account maintenance and servicing-related requests requiring advanced knowledge of products, systems, and procedures. Serve as a point of escalation and subject matter expert for less experienced team members, providing guidance and informal mentoring. Perform quality control review of manual and automated (AI/BOT) maintenance to ensure accuracy and adherence to procedures. Support daily workflow prioritization and help monitor productivity, service levels, and quality to meet operational goals. Maintain a strong control environment by ensuring compliance with policies, procedures, and regulatory requirements. Identify trends and process gaps using data and reporting and recommend process improvements. Partner with Risk, Compliance, Technology, Product, and other business units to support strategic initiatives and operational excellence. Drive customer-focused outcomes by identifying and resolving operational issues and improving the overall servicing experience. Assist with training, procedure documentation, and onboarding of new team members.

Requirements

• Experience in banking operations, loan servicing, deposit operations, or a related environment.
• Strong analytical, organizational, and problem-solving skills.
• Demonstrated ability to handle complex or escalated servicing requests with a high degree of accuracy.
• Knowledge of operational risk, controls, and regulatory requirements.
• Ability to work independently while supporting team goals and mentoring less experienced colleagues.
• Demonstrated ability to support change initiatives and continuous improvement efforts.

Nice To Haves

• Consumer Deposit and Loan Servicing experience.
• Familiarity with servicing platforms and workflow management tools

Responsibilities

• Process and resolve complex customer account maintenance and servicing-related requests requiring advanced knowledge of products, systems, and procedures.
• Serve as a point of escalation and subject matter expert for less experienced team members, providing guidance and informal mentoring.
• Perform quality control review of manual and automated (AI/BOT) maintenance to ensure accuracy and adherence to procedures.
• Support daily workflow prioritization and help monitor productivity, service levels, and quality to meet operational goals.
• Maintain a strong control environment by ensuring compliance with policies, procedures, and regulatory requirements.
• Identify trends and process gaps using data and reporting and recommend process improvements.
• Partner with Risk, Compliance, Technology, Product, and other business units to support strategic initiatives and operational excellence.
• Drive customer-focused outcomes by identifying and resolving operational issues and improving the overall servicing experience.
• Assist with training, procedure documentation, and onboarding of new team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed