Root-Cause Analytics Specialist, Collections & Recovery

Citizens Bank; Johnston (RI); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Citizens Bank in Johnston, RI is seeking a Collections and Recovery Complaints Analyst to identify, investigate, and resolve escalated customer complaints and regulatory risks. You will partner with Risk, Compliance, Legal, and Operations to develop corrective actions, strengthen controls, and validate remediation.

Hours are 40 per week with a hybrid schedule (four days in office). Associates or Bachelor's Degree preferred; relevant experience may substitute.

Qualifications

• Associates or Bachelor’s Degree preferred. Relevant work experience may substitute.

Responsibilities

• Lead complex investigations of escalated customer complaints, legal matters, and operational issues to determine underlying root causes.
• Analyze complaint, legal, and operational data to identify recurring themes, trends, and opportunities for improvement
• Identify systemic process gaps, control weaknesses, and emerging risks through trend analysis, case reviews, and business-line research.
• Drive the development and implementation of corrective action plans designed to prevent issue recurrence and improve customer outcomes.
• Partner with Risk, Compliance, Legal, Operations, and business-line leadership to address Risk, and remediation activities.
• Design, enhance, and monitor business controls to mitigate operational and regulatory risk.
• Perform targeted testing and validation activities to assess control effectiveness and identify process vulnerabilities.
• Measure and validate the sustainability of remediation efforts and process improvements.

Skills

2+ years collections experience

Interpersonal skills

Attention to detail

Analytical thinking

Multi-project management

MS Office: Excel & PowerPoint

Education

Associates or Bachelor's Degree preferred

Tools

Excel

PowerPoint

Job description

Citizens Bank in Johnston, RI is seeking a Collections and Recovery Complaints Analyst to identify, investigate, and resolve escalated customer complaints and regulatory risks. You will partner with Risk, Compliance, Legal, and Operations to develop corrective actions, strengthen controls, and validate remediation.

Hours are 40 per week with a hybrid schedule (four days in office). Associates or Bachelor's Degree preferred; relevant experience may substitute.