Servicing Ops Analyst

The Servicing Operations Analyst plays a critical role in driving operational efficiency and continuous improvement across business lines. This position is responsible for designing and implementing automation solutions using tools such as Power Automate and Excel macros. The analyst supports key functions related to deposit, credit card, and loan transactions—including ACH, check, and other payment types—while identifying and solving process inefficiencies.

This role also serves as a subject matter expert for the Universal Operator Team, demonstrate proficiency on complex monetary management functions and supporting departmental agility during unanticipated spikes. Success in this role requires a strong attention to detail, adaptability in a fast-paced environment, and a commitment to delivering accurate, customer-impacting results.

Primary responsibilities include

• Develop and deploy automation solutions using Power Automate, Excel macros, and other tools.
• Support the Process Improvement & Escalations team in identifying and resolving operational challenges.
• Analyze workflows and recommend enhancements to improve accuracy, speed, and customer experience.
• Collaborate across departments to ensure alignment with service-level agreements (SLAs) and customer expectations.
• Respond quickly to volume spikes and assist with overflow tasks to maintain service continuity.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Required Qualifications
  • 3 years of experience in operations, preferably within financial services.
  • Intermediate understanding of accounting principles and their impact on account corrections.
  • Strong system and product knowledge across deposit, credit card, and loan platforms.
  • Familiarity with departmental procedures and best practices.
  • Proven ability to identify and implement process improvements.
  • Exceptional attention to detail and accuracy.
  • Ability to thrive in a high-volume, deadline-driven environment.
  • Strong written and verbal communication skills.
  • Proficiency in Microsoft Office Suite 365 (Outlook, Excel, etc.).
• Preferred Qualifications
• 5–10 years of experience in operations, preferably within financial services.
• Experience in a regulated financial services environment.
• Knowledge of compliance and regulatory standards related to monetary operations.
• Intermediate level proficiency using Power Automate and Excel macros

Hours & Work Schedule

• Hours: 7:30 AM – 4:00 PM
• Days: Monday to Friday

4 days in-office in Riverside, RI, 1 day from home

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

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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.