Root-Cause Analytics & Complaints Investigator (Hybrid)

Citizens Bank; Rhode Island; Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid in-office work

Job summary

Citizens Bank is seeking a Collections and Recovery Complaints Analyst to identify, investigate, and resolve escalated customer complaints, legal matters, and regulatory risks. You will perform in-depth root-cause analysis, partner with Risk, Compliance, Legal, and Operations, and drive corrective actions to prevent recurrence.

Responsibilities include leading complex investigations, identifying trends, strengthening controls, and validating remediation outcomes to improve customer outcomes and

Qualifications

• Associates or Bachelor’s Degree preferred; relevant experience may substitute.
• Strong analytical and problem-solving abilities.
• Proficient in MS Office, especially Excel and PowerPoint.

Responsibilities

• Lead investigations of escalated complaints and regulatory issues.
• Analyze data to identify trends and root causes.
• Develop corrective action plans to prevent recurrence.
• Collaborate with Risk, Compliance, Legal, and Operations.
• Validate remediation effectiveness and monitor controls.
• Provide clear recommendations to senior management.

Skills

Root-cause analysis

Investigations

Data analysis

Communication

Cross-functional collaboration

Attention to detail

MS Office (Excel/PowerPoint)

Education

Associates or Bachelor’s Degree preferred

Tools

Microsoft Office

Excel

PowerPoint

Job description

Citizens Bank is seeking a Collections and Recovery Complaints Analyst to identify, investigate, and resolve escalated customer complaints, legal matters, and regulatory risks. You will perform in-depth root-cause analysis, partner with Risk, Compliance, Legal, and Operations, and drive corrective actions to prevent recurrence.

Responsibilities include leading complex investigations, identifying trends, strengthening controls, and validating remediation outcomes to improve customer outcomes and