Deposit Operations Sr Specialist

Citizens Bank - Medford, MA

Full-time

Medford, MA

Credit Intermediation and Related Activities

About the position

The Deposit Operations Sr Specialist will play a crucial role in providing exceptional service to both internal and external customers within the Retirement Services department. This position primarily focuses on processing Individual Retirement Account (IRA) transaction requests while ensuring adherence to Quality Assurance and Quality Control (QA/QC) standards. The specialist will be responsible for responding to customer inquiries via phone and processing requests in alignment with established service level agreements. A thorough understanding of IRS regulations related to IRA products is essential for this role, as it will enable the specialist to effectively assist customers and mitigate financial risks associated with compliance requirements. In addition to customer service, the role involves performing quality assurance and quality control tasks for various transaction types. The specialist will be expected to research routine inquiries from customers or bank colleagues, utilizing their knowledge of regulatory and compliance requirements to ensure accurate and timely responses. The position demands advanced clerical and operational skills, as it operates in a fast-paced environment where multitasking and prioritization are key. The specialist will also have the opportunity to cross-train within the department and take on additional responsibilities as directed by management. Moreover, the position may include reporting responsibilities and administrative duties as needed, along with participation in special projects assigned by the department. The ideal candidate will possess strong organizational and analytical skills, a willingness to embrace change, and a proactive approach to seeking process improvement opportunities. This role is vital in maintaining the high standards of service and operational efficiency expected in the Retirement Services department.

Responsibilities

• Provide customer service to bank customers and branch colleagues by responding to phone calls and processing customer requests within service level agreements.
• Learn and understand IRS regulations as they pertain to IRA products.
• Perform quality assurance/quality control tasks for various transaction types.
• Research routine customer or bank inquiries as appropriate.
• Utilize knowledge of regulatory and compliance requirements to mitigate financial risk to Citizens.
• Perform advanced clerical and operational tasks in a fast-paced environment.
• Multitask, prioritize, and cross-train within the department while assuming additional responsibilities as requested by management.
• Participate in special projects as assigned.

Requirements

• 1-2 years customer service experience.
• Banking experience and/or IRA knowledge preferred.
• Strong written and verbal communication skills.
• Ability to multitask and prioritize effectively.
• Proficient in MS Office.
• Ability to work independently and as part of a team.
• Strong organizational and analytical skills.
• Willingness to embrace change and seek process improvement opportunities.