Servicing Operations Specialist- Estate Servicing

The Servicing Operations Estate Specialist is responsible for creating positive interactions with customers during a sensitive time, whether delivering an empathetic service experience or helping to problem-solve. This specialist supports estates and representatives of customers by handling both inbound and outbound phone interactions as well as assisting branch colleagues via chat.

Responsibilities include managing requests related to notifying the bank of death and obtaining account information. This position requires the ability to provide service in a fast-paced environment with complex subject matter while complying with legal and regulatory requirements. The ideal candidate will demonstrate strong collaboration, problem-solving skills, and the ability to deliver compassionate, empathetic support during critical moments.

Primary Responsibilities

• Handle a high volume of incoming (inbound) calls and chats from customers, estate representatives, and internal partners with a focus on delivering high-quality, empathetic service.
• Conduct outgoing (outbound) calls to customers, estate representatives, beneficiaries, attorneys, and internal partners to gather required information, clarify requests, provide updates, and drive case resolution.
• Provide end-to-end (“white glove”) customer service support for estate-related loan and deposit products and services.
• Perform advanced clerical and operational tasks that are routine and/or repetitive in a fast-paced environment.
• Utilize established methods, procedures, and knowledge of business unit products, systems, and applications.
• Demonstrate strong active listening and problem-solving skills, with consistent empathy when supporting client families.
• Liaise with colleagues, beneficiaries, family members, and legal representatives to collect documentation and provide guidance throughout account processing and closure.
• Research and respond to inquiries related to deceased accounts and proactively provide status updates.
• Identify root causes of issues and resolve them accurately within established service level agreements (SLAs).
• Ensure all transactions and interactions comply with applicable legal, regulatory, and internal policy requirements.
• Maintain accurate and detailed documentation of all communications and account processing activities.
• Collaborate with internal departments (e.g., Legal, OOC, Branches) to facilitate efficient processing and resolve complex issues.
• Demonstrate ability to multitask, prioritize, cross-train, and take on additional responsibilities as requested by management.

Minimum Qualifications

• 1 year of work experience required
• Customer service experience in Banking/Banking Operations preferred
• Ability to complete repetitive tasks accurately and efficiently
• Ability to thrive in a fast-paced, highly regulated environment
• Strong organizational skills with the ability to prioritize and manage multiple tasks
• High attention to detail and accuracy
• Strong written and verbal communication skills
• Strong active listening and problem-solving abilities with a customer-focused mindset
• Demonstrated coachability, positive attitude, and team-oriented approach
• Beginner to intermediate proficiency in Microsoft Office (Outlook, Excel, Word)
• Willingness to support customers via both inbound and outbound phone calls, as well as chat
• Ability to work directly with customers and provide an empathetic experience

Education

• High School diploma or equivalent required; Associate degree preferred

Hours & Work Schedule
Hours per Week: 40
Work Schedule: 8:00 AM – 4:30 PM ET (Hours may vary Monday–Saturday)
4 days in office / 1 day remote
Overtime required as needed

Starting Pay: $22/hour

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.