Home Equity Production Services Specialist

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 (4 days in the office)