Description

The Deposit Operations Lead for Specialized Servicing will be responsible for activities such as responding to customer inquiries with account information for deceased customers, maintaining customer W8 & W9 IRS forms, updating customer accounts and submitting internal and external reporting.

This individual, also referred to as a Universal Operator, will support the completion of surge volumes while also providing knowledge to both the Consumer Deposit & Loan Servicing (CDLS) Decedent and Tax Operations pods. The operator will bring to the role a strong command and control of the underlying systems, general product knowledge, ability to problem solve in an efficient and precise manner. The operator will drive consistency in approach and a strong risk and control focus across multiple products and processes in this highly regulated pod.

Universal Operators will have a continuous improvement mind set and actively share, identify, support and where asked to, will deliver those improvements to the team processes.

Universal Operators will participate in all team leadership activities including huddles and coaching and will report directly to the CDLS Decedent team manager.

Primary responsibilities include:

• 30%- Provide accurate Date of Death account information to Branches, Executors, and Attorneys and make modifications to the system of record as needed. Add or maintain customer information to system of record to support certified Social Security/Tax Identification information provided.

• 30%- Analyze daily, weekly, and monthly Decedent and IRS W8&W9 activity reports from internal systems, applications (CMOD/Blue Prism) & workflow tools (Ephesoft) and validate customer information is accurate and correct if required. Prepare reports as necessary for management and internal stakeholders. Other tasks may be assigned related to servicing accounts.

• 20%- Perform various quality control functions to validate data is captured and reported accurately. Multi-task, prioritize, and cross train in a high volume, fast paced deadline-oriented environment. SME: Serve as a subject matter expert in the targeted skills / functions to other pod members in support of increasing proficiency.

• 15%- May need to work independently or as a team on special projects, interacting with all levels of management, and serving as a resource for the business unit. Recommending enhancements to procedures and business processes. Will actively support and participate in the pod continuous improvement ideation sessions, identify opportunities for Digitization and Automation as well as take ownership of key elements of the discovery, research, analysis, and support for implementation.

• 5%- Leadership: participate in all team leadership activities including huddles and coaching.

Required Skills/Experience:

• 3+ years Operations experience

• Positive attitude and high energy level

• Strong customer service skills (may be required to engage bank customers & branch colleagues via phone or chat features)

• Strong written and verbal communication skills

• Ability to problem solve, attention to detail and ability to multi-task

• Understanding, desire and ability to support and execute on continuous improvement

• Strong understanding of department procedures, best practices

• Proficiency in MS Office

Education/Experience

Associate's Degree preferred or 3+ years of financial services industry and banking operations experience in lieu of degree.

Hours and Work Schedule

Hours per week: 40

Work Schedule: 8:00am - 4:30pm, Monday – Friday; flexibility needed due to potential overtime/occasional weekend hours

Once fully trained, role is hybrid, 3 days in-office/week

Location: Riverside, RI; possibility of being based out of Johnston as needed. Location may change to Johnston in future.

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

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

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

04/30/2024