Senior Banking Servicing Operations Specialist

Citizens; Johnston (RI); On-site; USD 65,000 - 90,000; Full time

Job summary

Citizens in Johnston, RI is seeking a Servicing Operations Senior Specialist who supports customer account maintenance across Consumer Deposit and Savings products. You will act as a subject matter expert, handling complex servicing requests and ensuring accuracy and regulatory compliance.

You will partner with branches, contact centers, and internal partners to meet service levels, monitor quality, and drive process improvements.

Qualifications

• Experience in banking operations, loan servicing, or deposit operations.
• Strong analytical, organizational, and problem-solving skills.
• Ability to handle complex or escalated servicing requests accurately.
• Knowledge of operational risk, controls, and regulatory requirements.
• Ability to work independently while supporting team goals.
• Experience supporting change initiatives and continuous improvement.
• Preferred: Consumer Deposit and Loan Servicing experience.
• Familiarity with servicing platforms and workflow tools.

Responsibilities

• Process and resolve complex customer account maintenance and servicing-related requests requiring advanced knowledge of products, systems, and procedures.
• Serve as a point of escalation and subject matter expert for less experienced team members, providing guidance and informal mentoring.
• Perform quality control review of manual and automated (AI/BOT) maintenance to ensure accuracy and adherence to procedures.
• Support daily workflow prioritization and help monitor productivity, service levels, and quality to meet operational goals.
• Maintain a strong control environment by ensuring compliance with policies, procedures, and regulatory requirements.
• Identify trends and process gaps using data and reporting and recommend process improvements.
• Partner with Risk, Compliance, Technology, Product, and other business units to support strategic initiatives and operational excellence.
• Drive customer-focused outcomes by identifying and resolving operational issues and improving the overall servicing experience.
• Assist with training, procedure documentation, and onboarding of new team members.

Skills

Banking operations

Loan servicing

Deposit operations

Analytical skills

Problem-solving

Regulatory knowledge

Change management

Mentoring

Tools

Servicing platforms

Workflow tools

Job description

Citizens in Johnston, RI is seeking a Servicing Operations Senior Specialist who supports customer account maintenance across Consumer Deposit and Savings products. You will act as a subject matter expert, handling complex servicing requests and ensuring accuracy and regulatory compliance.

You will partner with branches, contact centers, and internal partners to meet service levels, monitor quality, and drive process improvements.