Senior Servicing Operations Lead

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

Job summary

Citizens Bank is seeking a Servicing Operations Senior Specialist in Johnston, RI. The role supports account maintenance across Consumer Deposit and Savings products, acting as a subject matter expert and mentor while ensuring accuracy and regulatory compliance.

You will partner with branches, contact centers, and internal teams to maintain service levels, drive process improvements, and deliver a high-quality servicing experience. Strong analytical and independent work abilities are essential.

Qualifications

• Experience in banking operations, loan servicing, or a related environment.
• Strong analytical, organizational, and problem-solving skills.
• Ability to handle complex or escalated servicing requests with high accuracy.
• Knowledge of operational risk, controls, and regulatory requirements.
• Ability to work independently while supporting team goals and mentoring colleagues.
• Experience supporting change initiatives and continuous improvement.

Responsibilities

• Process and resolve complex customer account maintenance and servicing requests.
• Serve as escalation point and subject matter expert for junior staff.
• Perform quality control reviews of manual and automated maintenance.
• Support daily workflow prioritization and monitor productivity and service levels.
• Maintain a strong control environment ensuring compliance with policies and regulatory requirements.
• Identify trends and process gaps using data and reporting; recommend improvements.
• Collaborate with Risk, Compliance, Technology, Product and other units to support initiatives.
• Drive customer-focused outcomes by resolving operational issues and improving servicing experience.
• Assist with training, procedure documentation, and onboarding.

Skills

Analytical skills

Organizational skills

Problem-solving

Communication

Independent work

Mentoring

Job description

Citizens Bank is seeking a Servicing Operations Senior Specialist in Johnston, RI. The role supports account maintenance across Consumer Deposit and Savings products, acting as a subject matter expert and mentor while ensuring accuracy and regulatory compliance.

You will partner with branches, contact centers, and internal teams to maintain service levels, drive process improvements, and deliver a high-quality servicing experience. Strong analytical and independent work abilities are essential.