Description
As the Title Customer Specialist, you will help to establish a new vertical at the bank, joining an innovative team dedicated to enhancing client experiences through the ONE CITIZENS approach. You will facilitate, monitor, and validate onboarding and servicing processes. This role requires a curious individual who is willing to learn the nuances of the title industry (unique state requirements, vendor specifics and implementing APIs). There is an expectation to maintain expertise in operational capabilities, systems, and products, ensuring high-quality execution of tasks, and providing exceptional support across the organization.
Primary responsibilities include
Deliver professional customer service for onboarding, servicing, and daily operations related to Title Deposits and Products.
Facilitate, monitor and validate onboarding and servicing processes for Title products, maintaining expertise in operational capabilities, systems, and products, and managing tickets and cases for Core Ops teams; facilitating post-execution documentation, sending welcome letters with wiring instructions, and enabling portal enrollment and setup; addressing exception requests, managing mailboxes for sales and service teams, and channeling requests for amendments, disbursements, triggering, termination, and ops exception requests.
Reporting and communication management for escalation, customer concerns and product optimization. Listening to and communicating feedback from our clients will allow us to identify new products, new services and better ways to deliver payments. Reporting and tracking defects to delight our customers and provide clear feedback to our operations partners. Build and maintain reporting provides transparency to track speed of implementation, value of increased deposits as well as customer issues.
Qualifications, Education, Certifications and/or Other Professional Credentials
Required Qualifications
Bachelor's degree in business administration, Finance, or a related field.
Proven experience in operations management, preferably within the financial services industry.
Strong analytical and problem-solving skills.
Excellent communication and interpersonal skills.
Proficiency in relevant software and systems (e.g., Salesforce, Microsoft Office Suite).
Preferred Qualifications
Advanced degree or certification in a related field.
Knowledge of treasury services and entitlements.
Knowledge of Title and Escrow industry
Hours & Work Schedule
Hours per Week: 40 hours
Work Schedule: 8:30-5:30pm
Employer Description
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.
Equal Employment and Opportunity Employer
Job Applicant Data Privacy Policy (https://jobs.citizensbank.com/Job-Applicant-Privacy-Policy)
Background Check
Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the
Pay Transparency
The salary range for this position is $135,000 - $150,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the 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
Background Check
Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.
