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Home Mortgage Servicing Customer Service Manager
Citizens Bank
Irving, TX, United States
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Description
Resolves complex situations and customer inquiries to include high profile customers that cannot be handled by general customer service employees. This area is responsible for managing and executing the organization's call and issue escalation process.
May interact with leaders across the servicing functions to resolve high priority and challenging customer inquiries. Individuals are responsible for directing the day-to-day activities for one section of an operations area.
May have project management, ongoing management responsibilities in their area or may be responsible for managing a process within their function.
Directly, or through subordinate staff, the primary focus of this position is on the day-to-day resolution of complex problems and the execution of complex transactions. Incumbents are fully experienced professionals and have an in-depth understanding of governing rules and regulations and the implication of processes on other groups within the department and other divisions in the firm.
The primary focus of this position is on the day-to-day resolution of complex problems and the execution of complex transactions.
Qualifications
• Requires understanding and application of procedures and practices within own area and basic knowledge of other areas.
• Understands how the team relates to other closely related teams to improve efficiency.
• Uses tact and diplomacy to exchange information and address sensitive issues.
• Uses judgment to identify and resolve day-to-day problems.
• Home Mortgage Experience
• Establish, document and/or maintain operating procedures which include relevant controls to meet policy and regulatory requirements.
• Comply with relevant company policies, procedures, regulations and laws.
Hours & Work Schedule
Hours per Week: 40
Work Schedule: Monday-Friday
Why Work for Us
At 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 growth.
Equal Employment Opportunity
It is the policy of Citizens Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries.