Servicing Operations Analyst

Citizens; Johnston (RI); On-site; USD 3,376,000 - 4,636,000; Full time

Job summary

Citizens is seeking a Servicing Ops Analyst to support day-to-day processing in Retirement Services and lead digitization and modernization efforts. The role demands handling complex topics in a fast-paced environment while ensuring regulatory compliance and accurate recordkeeping.

You will engage cross-functionally to drive improvements, manage processing workflows, and provide timely updates to inquiries about retirement accounts.

Qualifications

• 3+ years of work experience.
• Banking/Banking Operations experience preferred.
• Process re-engineering experience preferred.
• IRA experience preferred.
• Ability to work fast paced and complete repetitive tasks accurately and timely.
• Strong written and verbal communication skills.

Responsibilities

• Performs advanced clerical operations that are routine and/or repetitive in a fast-paced environment.
• Problem solves and drives continuous improvement re-engineering and modernization efforts.
• Utilizes methods, procedures and knowledge of the business unit's product(s) and application(s) to process requests and drive improvements.
• Researches and responds to inquiries related to retirement accounts and provides timely updates on processing status.
• Ensures all transactions are compliant with applicable laws, regulations, and documented procedures.
• Maintains accurate, detailed records and documentation related to communications and the processing of retirement accounts.
• Works closely with other departments, including legal, OOC, and branches to facilitate efficient processing and drive improvements.

Skills

Attention to detail

Problem solving

Customer service

Education

High School or equivalent

Associate degree preferred

Tools

Outlook

Excel

Word

Job description

Description

The Servicing Ops Analyst will be responsible for day-to-day processing support within the Retirement Services department, as well as taking a lead role in the digitization and modernization re-engineering efforts in the department. This position requires the capability to process requests and provide service in a fast-paced environment with complex subject matters while complying with varying legal and regulatory requirements. Daily functions also include critically examining and improving processes by engaging in continuous improvement and problem solving. The Analyst will bring to the role a strong command and control of the underlying systems, general product knowledge, and a continuous improvement mindset.

Primary Responsibilities Include

• Performs advanced clerical operations that are routine and/or repetitive in nature in a fast-paced environment.
• Problem solves and drives continuous improvement re-engineering and modernization efforts.
• Utilizes methods, procedures and knowledge of the business unit's product(s) and application(s) to process requests and drive improvements.
• Researches and responds to inquiries related to retirement accounts and provides timely updates on processing status.
• Ensures all transactions are compliant with applicable laws, regulations, and documented procedures.
• Maintains accurate, detailed records and documentation related to communications and the processing of retirement accounts.
• Works closely with other departments, including legal, OOC, and branches to facilitate efficient processing and drive improvements.

Minimum Qualifications

• 3+ years of work experience
• Banking/Banking Operations experience preferred.
• Process re-engineering experience preferred.
• IRA experience preferred.
• Ability to work fast paced and complete repetitive tasks in an accurate and timely manner.
• Ability to multitask, prioritize, and cross train within the department and assume additional responsibilities as requested by management.
• Ability to demonstrate and talk to our processes with external partners.
• Ability to work independently or with little oversight on special projects.
• Ability to solve problems with strong attention to detail.
• Strong written and verbal communication skills.
• Strong active listening & problem-solving skills with a customer-oriented mindset.
• Beginner to intermediate in Microsoft (MS) Office tools including Outlook, Excel, & Word.

Education

• High School or equivalent is required; Associate degree preferred.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 8:30 AM-5:00 PM ET- Monday - Friday, with required OT (overtime) as needed.

Pay Transparency

The salary range for this position is $24.51 - $33.65 per hour. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.

We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens' paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.