Servicing Ops Analyst- Estate Services

Servicing Ops Estate Universal Operator

The Servicing Ops Analyst will be responsible for creating positive interactions with customers during a sensitive time, whether that’s delivering an empathetic service experience or helping to process requests. This analyst will assist branches, estates and representatives of customers with various requests, often including by phone, chat or email. These requests will include various inquiries or maintenances pertaining to: notifying the bank of death, obtaining information on the account(s), state reporting, and disbursing funds. This position requires the capability to process requests and provide service via phone or chat in a fast-paced environment with complex subject matter while complying with varying legal and regulatory requirements. The analyst will bring to the role a strong command and control of the underlying systems, general product knowledge, and a continuous improvement mindset. The candidate will have the ability to collaborate, problem solve, and provide compassionate and empathetic support to customers during moments that matter.

Primary responsibilities include:

• Field a variety of incoming external calls or internal chats with a passion to deliver high quality solutions for estates and representatives of customers or branches.
• Help customers and representatives improve their banking experience by providing a beginning to end “white glove” customer service experience for loans and deposit products and services.
• 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.

• Liaise with colleagues, beneficiaries, family members, and legal representatives to gather required documents, and provide information and support during account processing and closure.

• Research and respond to inquiries related to deceased accounts and provide timely updates on processing status. 
• 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 decedent accounts.
• Work closely with other departments, including legal, OOC, and branches to facilitate efficient processing and resolve issues.
• May need to work independently on special projects with frequent interaction with all levels of management, serving as a resource for the business unit and process improvement.
• Ability to multitask, prioritize, cross train within the department and assume additional responsibilities as requested by management.
• The position may include reporting responsibilities and may assume department administrative duties as needed.
• Able to demonstrate and talk to our processes with external partners.

Minimum Qualifications:

• 3+ years 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.
• Willingness to provide processing support via phone and chat.
• Ability to work directly with customers and provide an empathetic experience. 

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. position requires working 4 days in office in Johnston RI

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.