DescriptionWe are seeking a dedicated and experienced Team Lead for the Decedent Account Processing Team. This role is crucial in overseeing the processing of Consumer Deposit and Loan accounts for deceased customers, ensuring compliance with legal and regulatory requirements while providing exceptional service to customers and their families during a sensitive time. This position requires the capability to learn all functions within the department, the ability to process complex requests and escalations, the ability to quickly respond and assist in spikes in demand to meet our customer’s needs, and the ability to manage reporting and administrative functions. The department is fast-paced and heavily governed. This environment requires accuracy and attention to detail as there is direct customer impact. During your daily function you will critically examine and improve processes by engaging in continuous improvement and problem solving. Provide compassionate and empathetic support to customers during moments that matter.Primary responsibilities include
Research and resolve complex customer requests accurately and within Service Level Agreements.
Respond to email escalations in a professional and timely manner.
Problem solve and drive continuous improvement.
Reporting and administrative duties.
Monitor daily queues and productivity, restaff processes throughout the day as demand changes.
Oversight of customer-facing and back-office processing colleagues.
Provide management status updates and escalations when necessary.
Qualifications, Education, Certifications and/or Other Professional Credentials
3-5 years Operations Experience
System and product knowledge
Ability to complete repetitive tasks in a complete and timely manner
Ability to plan & prioritize daily responsibilities with strong attention to detail
Understanding of department procedures, key practices
Ability to identify areas of improvement in personal work and processes
Strong attention to detail
Ability to thrive in a fast-paced environment
Strong written and verbal communication skills
Proven leadership experience.
Proficient in MS Office Outlook, Excel, etc
Call center experience is a plus
Team player
Hours & Work Schedule
Hours per Week: 40
Work Schedule: 8:00 AM-5:00 PM ET- Monday - Friday, with required OT (overtime) as needed
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 OpportunityAt Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. 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 EmployerCitizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.Why Work for UsAt 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 growthBackground CheckAny 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.12/23/2024
