Citizens Bank Home Mortgage Operations Analyst II in Glen Allen, Virginia


This role is responsible for the annual escrow analysis of a borrower’s escrow account which determines if current monthly deposits will provide sufficient funds to pay taxes, hazard insurance, mortgage insurance, and other escrowed items when they become due. The colleague will perform other escrow related processes such as escrow projections, payment adjustments, short year statements, escrow waivers, etc. On a smaller scale, role may also involve performing mortgage insurance functions when needed.This role is also responsible for collecting, reviewing, analyzing and solving moderately complex operational, systems-related and/or customer issues. May also include the reporting of productivity, quality, and other ad hoc requirements in an accurate and timely manner. This position requires the application of various complex methods, procedures, and knowledge of the business unit’s product(s) and system application(s). This role performs routine, moderately complex analytical review of data and/or documentation which includes customer data. May perform moderately complex analysis to identify and resolve customer specific issues. May participate and help shape process improvement efforts for the department. May assist in developing and implementing policies, procedures, and training materials to maximize efficiency and customer service. May interface with vendors.May participate in small projects requiring coordination with other teams and may perform other such duties as assigned including trouble shooting operational issues. Collect, review and analyze data and/or documentation to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements. May gather documentation requirements in support of projects.May train more junior team members. Maintain/create accurate and timely reports and/or documentation with minimal supervision. May perform ad hoc analysis and reporting. Manage competing priorities in an accurate and timely manner. Utilize department specific system applications. Analyze and solve operational issues. May perform other such duties as assigned. May participate/manage projects; may gather documentation requirements in support of projects.


High School Diploma or equivalent required, Associate Degree preferred 2 years mortgage loan servicing experience required; 1 year escrow analysis experience preferred.Strong organization skills Strong ability to multi-task Strong customer service skills Strong time management skills Strong knowledge of department computer applications and systems Strong written and verbal communication Proficiency in PC skills and MS Office Strong analytical skills Capacity to work independently Hours & Work ScheduleHours per Week: 40 hoursWork Schedule: 8:30 am to 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.