Citizens · 3 hours ago
Servicing Ops Lead
1301 Avenue of the Americas, New York, NY, 10019, US
Full-time
Onsite
Senior Level
$23.08/hr - $27/hr
5+ years expCitizens is a company that provides equal employment opportunities and is committed to fostering an inclusive culture. The Servicing Ops Lead is responsible for overseeing all incoming and outgoing mail and package operations, ensuring operational excellence and service reliability while acting as the primary point of contact for Delivery Solutions.
BankingCredit CardsFinancial ServicesFinTechRetail
Responsibilities
Serve as the primary on-site point of contact for Delivery Solutions at this location
Represent the Delivery Solutions business line with confidence and professionalism while working under the direction of an off-site manager
Exercise independent judgment in day-to-day operations while escalating issues appropriately
Partner closely with business lines to resolve operational issues and respond to service inquiries
Receive, sort, and distribute incoming mail and packages accurately and timely
Prepare and dispatch outgoing mail and packages, ensuring timely handoff to USPS and FedEx
Receive packages from carriers, log and track items using internal package-tracking tools, and coordinate delivery to business lines
Perform digitization of mail, colleague correspondence, and customer documentation as required
Champion a customer-focused mindset by ensuring service delivery meets business and customer expectations
Proactively review processes and workflows to identify opportunities for improvement
Address service issues promptly to minimize customer and colleague impact
Operate in compliance with regulatory, records management, and internal control requirements
Promote a strong risk and control culture by identifying and escalating potential risks
Resolve issues accurately and within established service level agreements
Build and maintain effective working relationships with internal stakeholders and vendors
Participate in meetings on behalf of Delivery Solutions when management is unavailable
Research and respond to requests from business partners
Support records management activities as needed
Maintain and distribute reports that capture key operational metrics and performance trends
Ensure procedures, process documentation, and knowledge tools are accurate and updated timely
Proactively identify opportunities for process improvement and participate in change management initiatives
Qualification
Required
Demonstrated ability to work independently and represent a business line without on-site leadership
Strong organizational and time management skills with exceptional attention to detail
Excellent written and verbal communication skills with the ability to engage confidently with stakeholders at all levels
Strong analytical and problem-solving skills with the ability to assess issues and recommend solutions
Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)
Adaptable and flexible, with the ability to respond effectively to changing priorities
Leadership presence that fosters collaboration, accountability, and professionalism
Preferred
5+ years of experience in operations
Previous experience in financial services environment
Benefits
Competitive pay
Comprehensive medical, dental and vision coverage
Retirement benefits
Maternity/paternity leave
Flexible work arrangements
Education reimbursement
Wellness programs
Paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States
Company
Citizens
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.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$2B2025-02-26Post Ipo Debt· $750M
2024-07-09Post Ipo Debt· $1.25B
2014-09-23IPO
Leadership Team
Melisa Carrascoza
SVP, Business Banking Market Executive - New England South
Steve Kozek
Head of Commercial Excellence, Senior Vice President
Recent News
2026-01-22
Talk Business & Politics
2026-01-19
Company data provided by crunchbase