At Citizens, we’re more than a bank. As part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself.
As the Collection Recovery Senior Specialist, provides operational support for the Consumer Specialty Operations Charge-Off and Recovery team. This role is responsible for performing critical customer-impacting activities that support regulatory compliance, account servicing, and recovery operations. The associate ensures timely and accurate processing of account-related requests, correspondence, and account maintenance activities while meeting established service level agreements (SLAs) and quality standards.
This position requires a high level of attention to detail, strong organizational skills, and the ability to effectively manage sensitive customer information in a fast-paced, highly regulated environment.
Primary responsibilities include
- Process offset letters in accordance with established procedures and regulatory requirements.
- Review and apply Do Not Call (DNC) requests to customer accounts to ensure compliance with communication restrictions.
- Review and apply Cease and Desist notifications, accurately updating account records and workflow systems.
- Perform account tagging and maintenance activities to ensure customer records reflect current account instructions and restrictions.
- Ensure customer-impacting activities are completed accurately and within established turnaround times and SLAs.
- Conduct quality reviews of work to minimize errors and ensure compliance with applicable policies and procedures.
- Maintain accurate documentation and records for audit and compliance purposes.
- Partner with internal business partners, collections teams, compliance, legal, and customer service departments to resolve account-related inquiries.
- Identify process improvements that increase efficiency, reduce risk, and improve the customer experience.
- Support departmental objectives, reporting requirements, and special projects as assigned.
Qualifications, Education, Certifications and/or Other Professional Credentials
Required Qualifications
- High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
- Strong attention to detail and commitment to accuracy.
- Effective verbal and written communication skills.
- Ability to manage multiple priorities and meet deadlines in a production-driven environment.
- Proficiency with Microsoft Office applications and operational systems.
- Ability to handle confidential and sensitive customer information appropriately.
Preferred Qualifications
- Experience in banking, financial services, operations, collections, recovery, or customer servicing preferred.
- Knowledge of account maintenance, recovery operations, or regulatory compliance processes preferred.
Hours & Work Schedule
- Hours per Week: 40
- Work Schedule: 8:30-5:00
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
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.
Skills Required
- High school diploma or equivalent
- Associate's or Bachelor's degree
- Strong attention to detail and commitment to accuracy
- Effective verbal and written communication skills
- Ability to manage multiple priorities and meet deadlines in a production-driven environment
- Proficiency with Microsoft Office applications and operational systems
- Ability to handle confidential and sensitive customer information appropriately
- Experience in banking, financial services, operations, collections, recovery, or customer servicing
- Knowledge of account maintenance, recovery operations, or regulatory compliance processes
- Successful background check (credit, motor vehicle record, public record, employment, criminal)
Citizens Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Citizens and has not been reviewed or approved by Citizens.
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Healthcare Strength — Healthcare coverage is positioned as comprehensive, with multiple plan options and preventive care highlighted as fully covered. Mental-health support is also emphasized through EAP-style counseling access and app-based support.
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Retirement Support — Retirement benefits are described as meaningful, including an employer match and additional company contributions in some descriptions. Stock purchase features and occasional profit-sharing framing add to the overall retirement-and-wealth picture.
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Leave & Time Off Breadth — Time-off benefits are described as generous, including a substantial PTO bank, paid holidays, and sizeable parental leave. Adoption assistance and emergency backup care are also presented as part of the leave-related support set.
Citizens Insights
What We Do
As one of the oldest and largest financial services firms in the United States with a history dating back to 1828, we’re committed to providing solutions and expertise that support our customers, clients, colleagues, and communities in what’s next on their own unique journey. We invest in the humans who build the logic, ideas, and innovations that bring new technologies to life. Investments in AI, cloud computing, machine learning and automation provide our engineers the tools that enable us to remain competitive and win in today’s environment. 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. Whether you’re considering banking with us or looking to work with us, you’ll find a customer-centric culture and a supportive, collaborative workforce at Citizens. You’re made ready and so are we. If you're ready to advance your career in technology and security, learn more about opportunity's Citizens offers here: https://jobs.citizensbank.com/digital-transformation
Why Work With Us
We empower the colleagues that power our tech. With growth & upskilling opportunities and sought-after benefits, plus a diverse culture of people and perspectives, we help our colleagues achieve career goals. Because innovation can’t happen without the minds and hearts of our people. Technology is constantly evolving, and we believe you can too.
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