Senior Servicing Ops Specialist - Customer-Centric Support

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

Job summary

Citizens is seeking a Servicing Ops Sr Specialist on-site at our Johnston, RI office. The role focuses on reviewing and fulfilling customer servicing requests across the loan/l korte of credit life cycle, with emphasis on accuracy and customer-first service.

Responsibilities include meeting SLAs, collaborating across teams, maintaining strong controls, and identifying opportunities to improve processes and risk mitigation while delivering a consistent, high-quality customer experience.

Qualifications

• Customer service, mortgage and/or operations experience preferred.
• Strong attention to detail and accuracy.
• Excellent communication skills.

Responsibilities

• Process and fulfill a wide range of customer servicing requests with accuracy, timeliness, and a focus on first-time resolution.
• Deliver an exceptional customer experience by meeting SLAs, proactively communicating updates, and identifying opportunities to enhance the journey.
• Collaborate with internal stakeholders to resolve complex requests and ensure end-to-end servicing excellence.
• Maintain a tightly controlled environment by adhering to procedures, policies, and SOPs, and meeting quality standards.
• Identify and escalate risk-related concerns to protect the organization and customers.
• Suggest and support implementation of process improvements to enhance efficiency.

Skills

Customer service

Mortgage/operations experience

Attention to detail

MS Office proficiency

Communication skills

Continuous improvement mindset

Education

High School Diploma or GED

Tools

MS Office

Job description

Citizens is seeking a Servicing Ops Sr Specialist on-site at our Johnston, RI office. The role focuses on reviewing and fulfilling customer servicing requests across the loan/l korte of credit life cycle, with emphasis on accuracy and customer-first service.

Responsibilities include meeting SLAs, collaborating across teams, maintaining strong controls, and identifying opportunities to improve processes and risk mitigation while delivering a consistent, high-quality customer experience.