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Citizens · 3 months ago

Senior Servicing Operations Specialist

20 Cabot Road, Medford, MA, 02155, US

Full-time

Onsite

Mid, Senior Level

1+ years exp

Citizens is a banking institution seeking a Senior Servicing Operations Specialist to assist customers with Retirement Accounts. The role involves providing support via phone and chat, resolving customer issues, and ensuring compliance with legal and regulatory requirements.

BankingCredit CardsFinancial ServicesFinTechRetail

Responsibilities

Assist customers and branch colleagues by responding to requests via phone and chat

Performs advanced clerical operations tasks that are routine and/or repetitive in nature in a fast-paced environment

Utilizes methods, procedures and knowledge of the business unit's product(s) and application(s)

Strong active listening and problem-solving abilities, persistent empathy when interacting with client families

Determines the source of problems and works to resolve them accurately and within service level agreements

Ensure all transactions are compliant with applicable laws and regulations

Maintain accurate, detailed records and documentation related to communications and the processing of retirement accounts

Work closely with other departments, including legal, OOC, and branches to facilitate efficient processing and resolve issues

Ability to multitask, prioritize, cross train within the department and assume additional responsibilities as requested by management

Field a variety of incoming external calls or internal chats with a passion to deliver high quality solutions for customers and internal colleagues assisting customers

Qualification

Customer ServiceBanking OperationsMicrosoft OfficeProblem SolvingMultitaskingActive ListeningAttention to DetailTeam Player

Required

1-5 years of work experience

Ability to complete repetitive tasks in an accurate and timely manner

Ability to thrive in a fast-paced, heavily governed environment

Ability to plan & prioritize daily responsibilities and manage multiple tasks

Accuracy and strong attention to detail

Strong written and verbal communication skills

Strong active listening & problem-solving skills with a customer-oriented mindset

Ability to demonstrate past success in being coachable with a ‘can do' positive attitude and being a team player

Beginner to intermediate in Microsoft (MS) Office tools including Outlook, Excel, & Word

High School or equivalent is required

Preferred

Customer Service in Banking/Banking Operations experience preferred

Associate degree preferred

Company

Citizens

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At Citizens, we recognize that the journey to accomplishment is no longer linear and that individuals are made of all they have done and all they are going to do.

Founded in 1828

Providence, Rhode Island, USA

10001+ employees