Servicing Ops Sr Specialist

Citizens Bank•United States,

6h•Onsite

About The Position

As the Loan Servicing Senior 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 requests within defined processing parameters with some expansion based on developing capabilities and or experiences. Customer service requests are expected to be completed timely, accurately with a focus on attention to detail.
Ensure procedures and SOPs are adhered to when performing your work, as measured through quality checks by management and the quality control team.
Meet productivity targets and achieve quality checks.
Exceed customer expectations by doing the right thing and working together.
Respond to internal/external customer inquiries within 24 hours.
Escalate issues to management within 24 hours or raise at daily huddles.
Suggest customer experience improvement opportunities as you identify them.
Understand and comply with regulatory requirements that impact your work including state and federal laws.
Understand the importance of risk management and how it impacts your daily responsibilities.
Complete required Regulatory and HR compliance training each quarter by established deadlines.
Escalate risk issues to management immediately.
Identify opportunities to continuously improve the customer experience and/or internal processes for efficiency and risk mitigation.
Bring these ideas to management and assist in driving these to completion when asked to do so.