Senior Servicing Operations Specialist

The Senior Servicing Operations Specialist will assist customers and representatives of customers with various requests related to Retirement Accounts, including inquiries and maintenance tasks such as setting up new accounts, processing withdrawals, contributions, transfers, and providing account information. Support is provided via phone or chat, including assistance to branch colleagues. The role requires the ability to deliver exceptional service in a fast-paced environment navigating complex subject matter while complying with varying legal and regulatory requirements. The ideal candidate will demonstrate strong collaboration, problem-solving skills, and a compassionate, empathetic approach to customer support.   

With a strong focus on customer service, 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 available based on workload, offering a great opportunity for overtime dependent upon workload. Special projects and/or duties may also be assigned.   

The Senior Servicing Operations 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 and adaptability are key, as priorities may shift throughout the day. Recognize changing priorities while keeping work accurate and complete. You are encouraged to assess and suggest ways to improve efficiency and effectiveness.   

Primary responsibilities include:   

• Assist customers and branch colleagues by responding to requests via phone and chat.   
• 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 products and applications.   
• 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 and prioritize daily responsibilities and manage multiple tasks.   
• Accuracy and strong attention to detail.   
• Strong written and verbal communication skills.   
• Strong active listening and 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 Microsoft (MS) Office tools including Outlook, Excel, and Word.   

Education:   

• High School or equivalent is required; Associate degree preferred.   Hours & Work Schedule:   

Hours per Week: 40 – Hybrid (4 days in office, 1 work from home)   

• Monday to Friday, 8:00 AM – 5:00 PM ET, with overtime opportunities available as needed 

The salary range for this position is $21.96 - $25.96 per hour. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience.  We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits