Citizens Bank Home Mortgage Business Support Consultant (Work at Home) in Rhode Island


Assist sales and operation colleagues with navigating through Empower, unlock loans, password resets. Document issues and identify trends that may require additional training. Analyze and solve complex operational, systems-related and/or customer issues. Creates and/or maintains complex databases and management reports, interpreting data and identifying trends and advising Management. 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 excellent knowledge of the business unit’s product(s) and system application(s) and may provide guidance and instruction to staff. This role performs routine, complex analytical review of data and/or documentation and may oversee the completion and delivery of scheduled departmental reporting to all levels of management and/or performs complex analysis to identify and resolve 'systemic' or process-level issues. May develop and implement policies, procedures, and training materials to maximize efficiency and customer service. May manage/lead projects requiring coordination with other teams and may perform other such duties as assigned including trouble shooting operational issues. May serve as business unit’s subject matter expert with vendors and may also manage the vendor relationships. May be responsible to collect, review and analyze data and/or documentation to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements which may require interpreting policy changes and impact to function. May represent the department in global initiatives. May serve as business unit liaison with other departments. Instructs and provides guidance in cases requiring complex research and usage of systems. Maintain/create accurate and timely reports and/or documentation with minimal supervision and oversee the timely completion of scheduled departmental reporting. May perform ad hoc analysis and reporting and collaborate with Management and stakeholders. Collaborates with project team stakeholders and senior management as needed to ensure business needs are met without negative impact to existing functions and services.


Strong Mortgage background with knowledge of the loan cycle.·Superior organization skills·Excellent ability to multi-task·Superior customer service skills·Advanced MS Excel, Access, Word, PPT·Superior knowledge of department computer applications and systems·Superior time management skills·Excellent written and verbal skills·Excellent interpersonal skills·Superior analytical skills·Strong capacity to work independently·8+ years, Professional experience in mortgage & financial services industryHours and Work ScheduleHours per Week: 40Work Schedule: Monday-Friday

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.