Citizens Bank Consumer Operational Risk Professional in Riverside, Rhode Island


As a Consumer Operational Risk Professional for Loan Operations, Fraud and Claims Operations, and Deposit Operations, you’ll help support the teams that service unsecured, auto, student loans, and home equity lines as well as teams responsible for identifying fraud and processing claims, Collections & Recovery, Consumer Accounting, Deposit Account Services, Check Processing, Currency Management, Reconciliation/Investigations, Credit Card Operations, Document Imaging, Printing and Mail Services.

This role will use a risk management and customer experience perspective to work with the business lines to instill a culture that seeks to protect the customer and the bank with continual focus on customer experience that enhances service delivery, reduces complaints, improves customer satisfaction and reduces risk. The objective of this role is to utilize continuous improvement and risk management skills to work with the businesses to limit and remediate risks, simplify how we work, enable end-to-end accountability, and deliver a more consistent customer experience. This critical role will report directly to the Sr. Manager of Business Control and Voice of the Customer for Consumer Operations.


  • Experience in a financial institution or service oriented company is preferred

  • Experience driving results through influencing others

  • Proven ability to build fruitful relationships, influence and drive change cross-functionally

  • Proven ability to manage multiple initiatives, navigate obstacles and deliver on time

  • Solid comfort level with basic operations technologies and ecosystems

  • Solid comfort level with understanding and drawing conclusions from data and statistics

  • Significant command of the following: data analysis, risk management, change management disciplines

  • Demonstrated critical thinking and creative problem solving

  • Demonstrated capability to think strategically

  • Ability to communicate effectively and persuasively with executive level staff in person and in writing

  • Passion for providing outstanding customer service

  • Desire to work in a fast paced environment where competing initiatives are emerging on a daily basis

  • Desire to increase industry and competitor knowledge

  • Experience with Lean or Six Sigma a plus

  • Knowledge of process mapping is a plus

  • Experience with Compliance, Risk management or Audit a plus

Education, Certifications and/or Other Professional Credentials:

  • BS/BA in Business, Technology or equivalent experience preferred

  • Project Management, Continuous Improvement or Risk Certifications preferred

Success Factors

Knowledge, skills & abilities that typically lead to success in the job include:

  • Experience with Lean or Six Sigma a plus

  • Experience with Compliance, Risk management or Audit a plus

Hours & Work Schedule

Hours per Week: 40

Work Schedule: 8:30-5:00 M-F

Why Work with 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 and Opportunity Employer/Disabled/Veteran

It is the policy of Citizens Bank and Citizens Securities, Inc. 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 Opportunity & Affirmative Action 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.