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Description

As the Consumer QA QC Sr. Specialist you will work to understand, monitor and process requests that relate to high risk or complex processes. You will work within established procedures with a moderate degree of supervision. Your goal is to prevent risk to the bank or our customers by handling these requests timely, diligently and completely to ensure that you identify any errors that occurred in the process and ensure a positive customer experience. You will monitor and record results from processes and procedures within CFG's Consumer sector to ensure that feedback can be given on any errors that are identified. As a senior member of the team you are also expected to provide suggestions for continuous improvement within your process that lead to efficiencies and/or further reduce risk.

Primary responsibilities include

+ Primary focus is on execution within defined processing parameters with some expansion based on developing capabilities and or experiences. QA/QC tasks are expected to be completed timely, accurately with focus on attention to detail. Ensure procedures and SOPs are adhered to when performing your work, as measured through quality checks by management/team leader.

+ Focus is on doing the right thing and working together. Respond to internal/external customer inquiries within 24 hours. Ensure that any and all errors identified within your processes are formally recorded so that coaching and feedback can be given to processors and future risk can be mitigated.

+ Understand and comply with regulatory requirements that impact your work including state and federal laws. Understand the importance of risk management and how it impacts your daily responsibilities. Complete required Regulatory and HR compliance training each quarter by established deadlines. Escalate risk issues to management immediately.

+ Identify opportunities to continuously improve the customer experience and/or internal processes for efficiency and risk mitigation. Bring these ideas to management and assist in driving these to completion when asked to do so.

Qualifications, Education, Certifications and/or Other Professional Credentials

+ Required Qualifications

+ Attention to detail.

+ Able to multitask

+ Excellent communication skills.

+ Good decisioning based on guidelines.

+ Good mathematical skills

+ 10 key

+ Preferred Qualifications

+ Mortgage Servicing and MSP experience helpful.

+ Associate degree or higher.

Hours & Work Schedule

+ Hours per Week: 40

+ Work Schedule: 8:30 - 6:00 M-F, later if needed, this role is in the Glen Allen, VA office

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.

06/13/2025