Servicing Ops Sr Specialist

Servicing Operations Senior Specialist

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.

Qualifications, Education, Certifications and/or Other Professional Credentials

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

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 9 to 5:30, Monday – Friday

Required Skills

• Customer Support Trends
• Diversity, Equity, Inclusion, and Belonging (DEIB)
• Document and Records Management

About Us

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.