Servicing Operations Senior Specialist

This Sr. Specialist will assist customers and representatives of customers with various requests by phone and branch colleagues by chat related to Retirement Accounts. These requests could include various inquiries or maintenances pertaining to setting up new accounts, withdrawals, and transfers, obtaining information on the account(s). This position requires the capability to provide service via phone or chat in a fast-paced environment with complex subject matter while complying with varying legal and regulatory requirements. The candidate will have the ability to collaborate, problem solve, and provide compassionate and empathetic support to customers.

There is a strong customer service focus, the candidate will be called upon to assist in resolving routine customer issues and complaints. Striving for the goal of proactively meeting and exceeding the needs of our customers. Adherence to a set schedule is required; however, extended hours may be necessary dependent upon workload. Special projects and /or duties may also be assigned.

Servicing Ops Sr Specialist must possess the ability to work in a fast paced and deadline-controlled environment. The candidate would be expected to consistently complete scheduled daily tasks accurately and in compliance with the bank’s policies and procedures. Prescribed service level agreements must be met daily. Attention to detail, is a must to recognize and respond to shifting priorities while maintaining the accuracy and completeness of the workload. Candidate is empowered to evaluate and recommend improvements to facilitate the efficiency and effectiveness of work.

Primary responsibilities include:

• Performs advanced clerical operations tasks that are routine and/or repetitive in nature in a fast-paced environment.
• Utilizes methods, procedures and knowledge of the business unit's product(s) and application(s).

• Strong active listening and problem-solving abilities, persistent empathy when interacting with client families.

• Determines the source of problems and works to resolve them accurately and within service level agreements.
• Ensure all transactions are compliant with applicable laws and regulations.
• Maintain accurate, detailed records and documentation related to communications and the processing of retirement accounts.
• Work closely with other departments, including legal, OOC, and branches to facilitate efficient processing and resolve issues.
• Ability to multitask, prioritize, cross train within the department and assume additional responsibilities as requested by management.
• Field a variety of incoming external calls or internal chats with a passion to deliver high quality solutions for customers and internal colleagues assisting customers.

Minimum Qualifications:

• 1 year of work experience
• Customer Service in Banking/Banking Operations experience preferred.
• Ability to complete repetitive tasks in an accurate and timely manner.
• Ability to thrive in a fast-paced, heavily governed environment.
• Ability to plan & prioritize daily responsibilities and manage multiple tasks.
• Accuracy and strong attention to detail.
• Strong written and verbal communication skills.
• Strong active listening & problem-solving skills with a customer-oriented mindset.
• Ability to demonstrate past success in being coachable with a ‘can do’ positive attitude and being a team player.
• Beginner to intermediate in Microsoft (MS) Office tools including Outlook, Excel, & Word.

Education:

• High School or equivalent is required; Associate degree preferred.

Hours & Work Schedule:

• Hours per Week: 40
• Work Schedule: 8:00 AM-5:00 PM ET- Monday - Friday, with required OT (overtime) as needed.

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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Background Check

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.