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Description

As part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself! While in this role, you are responsible for providing world-class service to both internal and external bank customers in an incoming call center environment. Additionally, you will accurately and professionally respond to all inquiries regarding Home Equity Line of Credit application for the time of data entry to the loan closing process. You must have knowledge of loan guidelines, ability to rework loans, and must be familiar with state and federal regulations. Lastly, you will adhere to regulatory and bank guidelines while meeting department productivity and quality standards. Most importantly, at Citizens we’re more than a bank and here you’ll experience new things, create new opportunities, think beyond your role and make an impact!

Primary responsibilities include

+ Accurately and professionally respond to all inquiries regarding Home Equity Line of Credit application from the time of data entry to the loan closing process.

+ Make outbound calls and respond to inbound calls from customers and branch colleagues to schedule closings.

+ Review and effectively, completely, and accurately communicate the details of the transaction to ensure that there are no surprises.

+ Adhere to regulatory and bank guidelines.

+ Meet department productivity and quality standards.

Qualifications, Education, Certifications and/or Other Professional Credentials

+ Required Qualifications

+ 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 Qualifications

+ Retail branch experience preferred

+ Call center experience preferred

Hours & Work Schedule

+ Hours per Week: 40

+ Work Schedule: M - F 10:30 am - 7:00 pm

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.

10/31/2025