Servicing Ops Sr Specialist

Citizens Bank • Johnston, RI

2d • Onsite

About The Position

As the Servicing Ops Sr Specialist, you will be responsible for reviewing and fulfilling customer servicing requests throughout the life cycle of the customer’s loan or line of credit. These requests are often complex in nature and require strong judgment, attention to detail, and a customer-first mindset. You will play a key role in delivering an exceptional customer experience by ensuring requests are completed accurately, efficiently, and in a manner that consistently meets and exceeds customer expectations. While operating within established procedures, you will also identify opportunities to enhance processes, strengthen controls, and improve overall service delivery. This role requires regular customer communication as well as collaboration with internal business partners to ensure seamless execution and alignment across teams, while maintaining a well-controlled environment that effectively mitigates operational and regulatory risk.

Requirements

• Customer service, mortgage and/or operations experience preferred
• Strong attention to detail and accuracy
• Proficiency in MS Office applications
• Excellent communication skills
• Continuous improvement mindset
• High School Diploma or GED required

Responsibilities

• Process and fulfill a wide range of customer servicing requests with accuracy, timeliness, and a focus on first-time resolution. Demonstrate ownership of requests from intake through completion, ensuring a positive and seamless customer experience.
• Consistently exceed customer and business partner expectations by responding to inquiries within established service level agreements, proactively communicating updates, and identifying opportunities to enhance the customer journey.
• Collaborate regularly with internal stakeholders and business partners to resolve complex requests, remove obstacles, and ensure consistent, end-to-end servicing excellence.
• Adhere to established procedures, policies, and SOPs while ensuring all activities are performed within a tightly controlled environment. Consistently meet quality and productivity standards and promptly escalate any potential risks or control gaps.
• Maintain a strong understanding of applicable regulatory requirements and internal policies. Actively identify, escalate, and help remediate risk-related concerns to protect the organization and its customers.
• Identify opportunities to improve efficiency, strengthen controls, and enhance the overall customer experience. Share recommendations and support the implementation of process improvements.

What This Job Offers

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