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Description

In this role, you’ll experience new things, create new opportunities, think beyond your role, and make an impact. As the Home Equity Product Services Specialist II, you will be responsible for providing world-class service to both internal and external bank customers in an incoming call center environment. You will thrive in this position through your comprehensive knowledge of Citizens’ home equity product offerings, including application processes, loan guidelines, and state and federal regulations. In addition, you will be responsible for providing solutions to all customer inquiries and communicate with empathy and professionalism. Most importantly, you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!

Primary responsibilities include

+ The Hotline team is responsible for providing best in class service to both internal and external bank customers in a call center environment

+ Responsible for taking inbound calls as well as making outbound calls to customers to schedule their Home Equity closings

+ Accurately and professionally responds to all inquiries regarding Home Equity Line of Credit application from the time of data entry to the closing and through post closing

+ Works closely with Loan Processors, Underwriters and Loan Officers

+ Occasionally will re-work applications and provide guidance to internal and external bank colleagues

+ Adherence to regulatory and bank policies

+ Ability to maintain department standards and meet or exceed weekly goals

Qualifications, Education, Certifications and/or Other Professional Credentials

+ Requires ability to navigate a data entry system or other relevant applications

+ Familiarity with Empower, Mainframe, Finesse Phone System and other internal bank systems preferred

+ Knowledge of policies and procedures relating to Home Equity products

+ Strong computer skills

+ Excellent verbal and written communication skills, telephone etiquette and friendly attitude

+ Effective interpersonal stills, must be a team player

+ Ability to work in a fast-paced environment

+ Dependable and willing to be flexible with work schedule, including working overtime as needed

+ Understanding of regulatory requirements

Preferred Skills/Experience:

+ Retail branch experience preferred

+ Call center experience preferred

Hours & Work Schedule

+ Hours per Week: 40

+ Work Schedule: Monday - Friday 10:15 am - 7:00 pm

+ On site in Johnston, RI

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

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.

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

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.

06/09/2025