Home Equity Production Services Specialist

Citizens; Johnston (RI); On-site; USD 38,000 - 48,000; Full time

Job summary

Citizens in Johnston, RI is seeking a call center representative to provide world-class service to bank customers. You will respond to Home Equity Line of Credit inquiries and manage data entry through to loan closing, while ensuring compliance with state and federal regulations.

Strong communication and accuracy are essential in a fast-paced environment. You will work 40 hours per week on a daytime schedule, with potential overtime as needed, and contribute to meeting productivity and quality

Qualifications

• Excellent verbal and written communication skills and telephone etiquette.
• Ability to navigate data entry systems and internal applications.
• Familiarity with bank policies for Home Equity products.
• Ability to work in a fast-paced environment and meet productivity standards.
• Willingness to work overtime as needed.
• Understanding of regulatory requirements.

Responsibilities

• Respond to inquiries regarding Home Equity Line of Credit from data entry to closing.
• Make outbound and respond to inbound calls to schedule closings.
• Review and clearly communicate transaction details to avoid surprises.
• Adhere to regulatory and bank guidelines.
• Meet department productivity and quality standards.

Skills

Verbal and written communication

Customer service

Team player

Adaptability

Regulatory knowledge

Strong computer skills

Tools

Empower

Mainframe

Finesse Phone System

Job description

Description

As part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself! While in this role, you are responsible for providing world‑class service to both internal and external bank customers in an incoming call center environment. Additionally, you will accurately and professionally respond to all inquiries regarding Home Equity Line of Credit application for the time of data entry to the loan closing process. You must have knowledge of loan guidelines, ability to rework loans, and must be familiar with state and federal regulations. Lastly, you will adhere to regulatory and bank guidelines while meeting department productivity and quality standards. Most importantly, at Citizens we’re more than a bank and here you’ll experience new things, create new opportunities, think beyond your role and make an impact!

Primary Responsibilities Include

• Accurately and professionally respond to all inquiries regarding Home Equity Line of Credit application from the time of data entry to the loan closing process.


• Make outbound calls and respond to inbound calls from customers and branch colleagues to schedule closings.


• Review and effectively, completely, and accurately communicate the details of the transaction to ensure that there are no surprises.


• Adhere to regulatory and bank guidelines.


• Meet department productivity and quality standards.

Qualifications, Education, Certifications And/or Other Professional Credentials

• Required Qualifications
  
  
  
  • Requires ability to navigate a data entry system or other relevant applications
  
  
  • Familiarity with Empower, Mainframe, Finesse Phone System and other internal bank systems preferred
  
  
  • Knowledge of policies and procedures relating to Home Equity products
  
  
  • Strong computer skills
  
  
  • Excellent verbal and written communication skills, telephone etiquette and friendly attitude
  
  
  • Effective interpersonal stills, must be a team player
  
  
  • Ability to work in a fast-paced environment
  
  
  • Dependable and willing to be flexible with work schedule, including working overtime as needed
  
  
  • Understanding of regulatory requirements
  
  
  
  


• Preferred Qualifications
  
  
  
  • Retail branch experience preferred
  
  
  • Call center experience preferred
  
  
  
  

Hours & Work Schedule

• Hours per Week: 40


• Work Schedule: M - F 9:15 am - 6:00 pm (4 days a week in Johnston, RI)

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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.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth

Posting End Date: 08/31/2026