Citizens Bank Senior Business Analyst in Charlotte, North Carolina


The Sr. Business Analyst leads and coordinates operational colleagues in project/initiative support activities within Commercial Loan Operations with an emphasis on strong knowledge of business processes, system functionality and superior customer service. CLO Support & Control provides support for production processes, application upgrades, operations readiness, training and risk control processes. The role serves as a commercial loan business expert on project implementations throughout the project lifecycle. This includes defining business processes and requirements, defining customer functionality, providing expertise on commercial loan products and system functionality as well as delivering solution options to senior managers. This role collaborates with resources across technology and operations. This is an advanced and senior position requiring business and technical expertise in a wide variety of educational and business areas.

  • Knowledge of commercial loan application functionality and end-to-end business processes.

  • Analyzes production questions/issues, conducts research and provided users with next steps or remediation.

  • Engages with all commercial partners on initiatives including teams outside of Commercial Operations.

  • Defines business requirements for specific business processes and/or functionality through research and fact-finding combined with an understanding of applicable business processes.

  • Analyzes vendor functionality requirements to ensure business requirements are being met.

  • Liaise with the solution architects, developers, technology partners and testers to ensure they understand the requirements of the system.

  • Identifies cross-team resources needed to achieve success within the project/initiative.

  • Manages cross-team resources through project tasks assigned within scope, quality and timeframe allocated.

  • Manages user acceptance test execution in the Application Lifecycle Management tool.

  • Leads documentation of test plans, scripts and UAT completion for project governance within timelines.

  • Evaluates system changes impact to business process for documentation and communication purposes.

  • Understands use of applications for processes outside of operations.

  • Leads the coordination of delivery of communication to operational stakeholders.

  • Communicates progress to direct manager as well as managers through CLO.

  • Identifies and delivers specific training opportunities within the organization.

  • Identifies issues that present unnecessary risk to customers and the bank.

  • Supports the business’ long term strategic objectives.

  • Develops and maintains effective working relationships with peers across the organization.

  • Identifies opportunities that add value to the business objectives and enhances the customer experience.

  • Supports process improvement activity including process automation.


  • 4-6 years experience in commercial loan operations

  • Strong understanding in the project lifecycle

  • Advanced knowledge in commercial loan applications (AFS, LoanIQ, Stucky, InfoLease)

  • Advanced MS Excel, Access, Word and Power Point

  • Strong knowledge using Application Lifecycle Management (ALM)

  • Advanced knowledge of department computer applications/systems and their interactions with other bank systems

  • Advanced knowledge of commercial loan products and lifecycle processes

  • Excellent strategic thinking skills

  • Efficient time management skills

  • Excellent interpersonal skills

  • Excellent written and verbal skills

  • Excellent customer service skills

  • Excellent problem solving skills

  • Excellent organizational skills

  • Self-thinker; able to work through issues and escalate only when appropriate

  • Ability to lead resources through focused tasks and timeline

Educational, Certifications and/or Other Professional Credentials:

Bachelor’s Degree preferred


Hours & Work Schedule

Hours per Week: 40

Work Schedule: 8:30 am - 5:00 pm

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, and Citizens Bank of Pennsylvania.