http://cfgcareers.com/careers/operations-jobs en
The Ops Manager I manages the day-to-day activities of a business unit. Under management guidance, assists in the preparation of business plans, budget, and goal setting for the unit. Analyzes and prepares reports for management on departmental goal achievement. Researches and resolves complex operational issues. Responsible for identifying training needs and delivering appropriate training to staff. Responsible for recruiting and hiring decisions, performance reviews, and reward and recognition of employees under supervision. Performs other related duties as required. May be responsible for meeting department budget. Motivate, incent, and reward desired behaviors by providing feedback and utilizing available reward and recognition programs.

Leadership Accountabilities: Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan. Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities. May include project participation.

Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution. To set expectations of customer service excellence delivery and ensure all department SLAs are met and/or exceeded.

Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate. Stakeholder Management: Develop and maintain effective working relationships. Partner with other department and / or divisions with common goals.

Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Be flexible to react and/or implement change initiatives.

Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives.

Recruitment & Induction: Identify hiring needs and make hiring decisions. Manage the new hire orientation process for new team members.

Performance Management: Ensure team meets agreed service levels , Coach and develop staff, Review and follow-up with each individuals performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors. Ensures that direct reports have clear objectives and targets linked to business objectives and appropriate behaviors ("what" is expected and "how" they are expected to achieve objectives).

Team Development: Create, plan and implement activities that will support the development of team members.

Qualifications

Solid customer service orientation and proficient product knowledge.


Solid problem solving skills


Solid organization skills


Solid ability to multi-task and to function efficiently in a high volume, fast paced deadline oriented environment.


Solid knowledge MS Excel


Solid knowledge PowerPoint/Visio


Solid knowledge of MS Word


Solid time management skills


Solid written and verbal skills


Solid interpersonal skills


Solid project management skills


Solid PC Skills


Supervisory experience


Ability to support others through development and coaching


Strong understanding of the compliance/regulatory environment


Bachelor Degree required


5 + years Operations experience with 4+ years supervisory experience.

Hours and Work Schedule

Hours per Week: 40


Work Schedule: Monday-Friday 8:00AM-5:00PM

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386639]]> Thu, 17 May 2012 16:00:00 GMT 2441297-Richmond-Operations
The Ops Assistant Manager - Quality Support manages the day-to-day activities of a Quality Support Team responsible for evaluating collections and other debt management related calls, files, and processes. Under management guidance, may assist in the preparation of business plans and goal setting for the unit. Analyzes and prepares reports for management on team goal achievement. Researches and resolves routine operational issues. Responsible for providing input on Performance Evaluations, Salary/merit Recommendations, Disciplinary Action, Hiring Decisions, and reward and recognition of employees under supervision. Motivate, incent, and reward desired behaviors by providing feedback and utilizing available reward and recognition programs.

Leadership Accountabilities:


Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan.

Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities. May include project participation.

Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution. To set expectations of customer service excellence delivery and ensure all department SLAs are met and/or exceeded.

Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate.

Stakeholder Management: Develop and maintain effective working relationships. Partner with other department and / or divisions with common goals.

Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Be flexible to react and/or implement change initiatives.

Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives.

Recruitment & Induction: Identify hiring needs and make hiring decisions. Manage the new hire orientation process for new team members.

Team Development: Create, plan and implement activities that will support the development of team members.

Performance Management: Ensure team meets agreed service levels, Coach and develop staff, Review and follow-up with each individuals performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors. Ensures that direct reports have clear objectives and targets linked to business objectives and appropriate behaviors ("what" is expected and "how" they are expected to achieve objectives).

Qualifications

Solid customer service orientation and proficient product knowledge.


Solid problem solving skills


Solid organization skills


Solid ability to multi-task and to function efficiently in a high volume, fast paced deadline oriented environment.


Solid knowledge MS Excel


Solid knowledge PowerPoint/Visio


Solid knowledge of MS Word


Solid time management skills


Solid written and verbal skills


Solid interpersonal skills


Solid project management skills


Solid PC Skills


Supervisory experience


Ability to support others through development and coaching


Strong understanding of the compliance/regulatory environment


Associate Degree required


4 + years Operations experience, 3+ years supervising people, managing workflow process.

Hours and Work Schedule

Hours per Week: 40


Work Schedule: Monday-Friday 8:00AM-5:00PM

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386627]]> Thu, 17 May 2012 16:00:00 GMT 2441302-Richmond-Operations
The Ops Associate II performs advanced clerical operations tasks that are routine and/or repetitive in nature in a fast paced environment. Performs high volume, time-sensitive routine and repetitive tasks requiring intermediate research and problem solving skills in a fast paced environment. Ensures department SLAs are met within risk and compliance, quality control standards. May provide monitoring and oversight of production and workflow of the group. Ensures work adheres to regulations and ensures compliance to departmental policies, risk avoidance standards and SLAs.

Will perform repetitive daily production activities and processes related clerical work. Researches routine customer, brand, or bank inquiries as appropriate. Determines the source of problems and works to resolve them accurately and within quality control and service level agreement requirements. May assume additional responsibilities as requested by management. May include reporting responsibilities which may entail creating, monitoring and analyzing. Provides training and/or feedback for new and existing staff members.

Provide technical support to the management team and department colleagues on business specific systems and/or processing issues. May require multi-tasking and cross training within the department. Must possess ability to work efficiently in a high volume, fast paced, deadline oriented environment. May assume department administrative duties as required. May interface with other departments on projects or initiatives. Requires multi-tasking and ability to provide backup support in all aspects to staff.

Qualifications

Strong problem solving skills and analytical skills


Basic math skills


Solid compliance/regulatory environment knowledge/skills


Ability to multi-task and sound organizational skills


Solid ability to communicate effectively verbally and written


Excellent customer service skills


Strong product knowledge


Basic mainframe experience


Good knowledge of MS Word


Good knowledge of MS Excel & Outlook


Solid knowledge of department computer applications and systems.


Strong PC skills.


High School or Equivalent required, Associate Degree preferred


2 – 3 years Operations experience, Experience working in an operations environment preferably financial institution.

Hours and Work Schedule

Hours per Week: 40


Work Schedule: Monday-Friday 8:00AM-5:00PM

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386634]]> Thu, 17 May 2012 16:00:00 GMT 2441296-Richmond-Operations
The Wire Transfer Associate III is responsible for the processing of Exceptions items routed systematically to queue for various reasons. The Wire Transfer Associate II also interacts with AML/OFAC to gather additional information on incoming payments that contain matches to the SDN/OFAC list. The Wire Transfer Associate III is also responsible for monitoring all sub-queues to ensure all payments are dispositioned in a timely manner. This role also monitors high profile/high risk payments to ensure their timely and accurate processing. The Wire Transfer Associate III also serves as an SME on end-to-end wire process. Key responsibilities include: ensuring that all payments creating a potential overdraft have received the appropriate and required overdraft authority before being released, sending authenticated messages to other financial institutions requesting additional information at the request of the AML/OFAC department as well as tracking all payment related correspondence to ensure accuracy, monitoring and processing various exceptions items and correctly dispositioning both incoming and outgoing payments that have stopped due to various defects such as routing, formatting and funding issues, interfacing with outside departments to expedite processing of high profile/ high risk payments.



Ensures that all payments creating a potential overdraft have received the appropriate and required overdraft authority before being released.

Sends authenticated messages to other financial institutions requesting additional information at the request of the AML/OFAC department as well as tracking all payments related correspondence to ensure accuracy.

Responsible for monitoring and processing various exceptions items and correctly dispositioning both incoming and outgoing payments that have stopped due to various defects such as routing, formatting, and funding issues.

nterface with outside departments to expedite processing of high profile/ high risk payments.

Monitors exceptions printer to ensure payments are not canceled in error.

Acts liaison with GOI in order to ensure end-to-end processing of all wire transactions.

Act as touch point for other departments with escalated wire questions and issues.

Brings down the wire system at the end of the business day and balances internal wire total count against totals at the Federal Reserve.

Balances internal Wire Reject accounts.

The Wire transfer department support 100% percent of all wire transfer for CFG. This position services both internal and external customers. External customers are usually high profile Cash Management customers or businesses requiring the utility of wire transfer to conduct business. Internal colleagues range from branch employees to senior executives sending wire transfers on behalf of customers or for the purpose of bank business. This position works closely with the AML area to ensure regulatory compliance and due diligence have been performed on all transactions processed through Wire Transfer. Works closely with the Fraud Department to ensure all high dollar payments go through required review process prior to being released.



Qualifications

Education:

High School Diploma or Equivalent GED

Associate degree or 1 year experience in lieu of degree



Skills/ Competencies:

Advanced critical thinking skills.

The ability to multi-task and prioritize assignments to ensure critical timelines are met.

Able to work independently with minimal supervision.

Excellent organizational skills.

Excellent working knowledge of MTS and MainFrame

Solid working knowledge or regulatory procedures.

Excellent math skills (Able to accurately calculate potential overdraft factoring in sweep accounts and other variables)

Excellent typing/ Data entry skills

Superior communication skills

Superior customer service skills

Phone skills

Intermediate level PC skills required.



Experience:

2+ years specifically any experience with utilizing VRUs or any related phone technology as well as authenticating customers over the phone is a plus. Experience with different types of wire transactions and familiarity with industry standards is preferred.



Hours and Work Schedule

Hours per Week: 40


Work Schedule: Monday-Friday 8:00AM-5:00PM

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386664]]> Thu, 17 May 2012 16:00:00 GMT 2441273-Providence-Operations
This role is responsible for collecting, reviewing, responding, and analyzing data and/or documentation and to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements in a fast paced environment. 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 methods, procedures, and knowledge of the business unit’s product(s) and system application(s).  

This role performs routine, analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities. May assist in developing and implementing policies, procedures, and training materials to maximize efficiency and customer service. May perform other such duties as assigned including trouble shooting operational issues. May train more junior team members.  May participate in projects requiring coordination with other teams.  May serve as primary contact with vendors and/or other business units. 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.
 

Qualifications

Organization skills


Solid ability to multi-task


Solid customer service skills


Proficiency in PC skills and MS Office


Solid analytical skills


Solid knowledge of department computer applications and systems


Solid written and verbal communication


Capacity to work independently


2+ years, Experience in analysis, financial services industry or business line experience a plus


Associate Degree Preferred
 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    1st Shift:  Tuesday - Saturday 
 

Other Information

Please note: Per the Internal Recruitment Guidelines and Policy, by applying for this position you certify that you meet the following criteria in order to be considered for this position:





Meet the minimum job qualifications.

Received a rating of 3 or better on your most recent performance review.

Currently not on a Performance Development Plan or Final Written Warning.

Informed your current manager of your intent to apply for the position.

For additional information, please review the Internal Recruitment Policy https://www.rbsamericashr.com/SiteCollectionDocuments/Policies/policy_3.02_Internal_Hires.pdf  on RBSAmericasHR.com.
Please keep in mind, there is no mandatory length of time in a role before you can apply for another role; however, our practice suggests a minimum of 12 months in your current position. Additionally, you are only eligible to apply and be considered for up to three positions at any point in time.
  

Equal Employment Opportunity

It is the policy of Citizens Bank of Pennsylvania to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386679]]> Thu, 17 May 2012 16:00:00 GMT 2441279-Pittsburgh-Operations
The Manager of Loan Servicing manages a segment of a division which encompasses several large or more risk intense departments. This individual is responsible for a large or complex section of the company’s operations. Conducts problem solving and projects of moderate complexity with little or no direction. May manage employees across multiple sites. Develops, recommends and implements business plans, operational procedures and systems which support the division's long-term, strategic objectives. Develops, recommends, and implements departmental policies and procedures. Ensures staff compliance with these and other banking policies. Creates and maintains a customer focused, risk-averse operating model for areas of responsibility. May have budgetary control as a key accountability. Motivate, incent, and reward desired behaviors by providing feedback and utilizing available reward and recognition programs.

Function/Deliverables:


Manages a segment of a division which encompasses several large or more risk intense departments.

Responsible for a large or complex section of the company's operations.

Conducts problem solving and projects of moderate complexity with little or no direction.

Develops, recommends and implements business plans, operational procedures and systems which support the division's long-term, strategic objectives. Ensures staff compliance with these and other banking policies.

Creates and maintains a customer focused, risk-averse operating model for areas of responsibility.

Budgetary control as key accountability.

Motivate, incent, and reward desired behaviors by providing feedback and utilizing available reward and recognition programs.
Leadership Accountabilities:


Business Management & Planning: Create, implement, and delivery of operational plans aligned with the business plans and targets. Contribute ideas, innovations and insights based on operational and customer needs to the overall business plan, to ensure the right objectives and focus is set in that plan.

Process/Continuous Improvement: To initiate and support process improvement activity and help to embed a culture of continuous improvement. To facilitate change through projects.

Customer Service: To champion strong customer service attitudes and values.

Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate. Ensure processes operate as designed. Key indicators in place to ensure reliable, predictable and stable environment.

Stakeholder Management: Develop and maintain effective working relationships with peer-level stakeholders across the business so that these contribute both to the effective operation of the business unit as well as the development of the unit business plan.

Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Ensure robust structures are in place to deliver, monitor and review change initiatives.

Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives. Fostering an environment of cooperation and change.

Recruitment & Induction: Design and recommend resourcing strategy, to identify recruitment requirements. Oversee the new hire orientation process for new team members.

Team Development: Create, plan and implement activities that will support the development of team members.

Performance Management: Ensure team meets agreed service levels, Coach and develop staff, Reviewed follow-up with each individuals performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors. Conducts performance reviews and acts upon development needs where appropriate. Ensures that direct reports have clear objectives and targets linked to business objectives and appropriate behaviors ("what" is expected and "how" they are expected to achieve objectives).

Qualifications

Ability to make sound decisions and implement actions


Superior customer service orientation, advanced analytical and proficient product knowledge.


Superior ability to multi-task and to function efficiently in a high volume, fast paced deadline oriented environment.


Solid knowledge MS Excel


Solid knowledge PowerPoint/Visio


Solid knowledge of MS Word


Superior time management skills


Superior written and verbal skills


Strong organization skills


Strong project management skills


Strong PC Skills


Proven experience of successfully delivering services through leading people


Knowledge of basic project management methodology


Working knowledge of process improvement techniques and methods


Wider business knowledge of all other functions within the division.


Advanced knowledge of corporate policy, laws and regulatory requirements of area of responsibility.


Excellent problem solving skills


Bachelor Degree required, Master’s Degree preferred


8 + years Financial services/operations environment, 8+ years of leadership/managing people.

Hours and Work Schedule

Hours per Week: 40


Work Schedule: Monday-Friday 8:00AM-5:00PM

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386488]]> Wed, 16 May 2012 16:00:00 GMT 2439933-Providence-Operations
The Ops Assistant Manager manages the day-to-day activities of a business unit. Under management guidance, may assist in the preparation of business plans, budget, and goal setting for the unit. Analyzes and prepares reports for management on team goal achievement. Researches and resolves routine operational issues. Responsible for providing input on Performance Evaluations, Salary/merit Recommendations, Disciplinary Action, Hiring Decisions, and reward and recognition of employees under supervision. Motivate, incent, and reward desired behaviors by providing feedback and utilizing available reward and recognition programs.

Leadership Accountabilities:


Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan.

Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities. May include project participation.

Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution. To set expectations of customer service excellence delivery and ensure all department SLAs are met and/or exceeded.

Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate.

Stakeholder Management: Develop and maintain effective working relationships. Partner with other department and / or divisions with common goals.

Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Be flexible to react and/or implement change initiatives.

Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives.

Recruitment & Induction: Identify hiring needs and make hiring decisions. Manage the new hire orientation process for new team members.

Team Development: Create, plan and implement activities that will support the development of team members.

Performance Management: Ensure team meets agreed service levels, Coach and develop staff, Review and follow-up with each individuals performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors. Ensures that direct reports have clear objectives and targets linked to business objectives and appropriate behaviors ("what" is expected and "how" they are expected to achieve objectives).

Qualifications

Solid customer service orientation and proficient product knowledge.

Solid problem solving skills

Solid organization skills

Solid ability to multi-task and to function efficiently in a high volume, fast paced deadline oriented environment.

Solid knowledge MS Excel

Solid knowledge PowerPoint/Visio

Solid knowledge of MS Word

Solid time management skills

Solid written and verbal skills

Solid interpersonal skills

Solid project management skills

Solid PC Skills

Supervisory experience

Ability to support others through development and coaching

Strong understanding of the compliance/regulatory environment

Associate Degree required

4 + years Operations experience, 3+ years supervising people, managing workflow process.

Proficient in the Lean Methodology, Knowledge of Check Processing Operations



Hours and Work Schedule

Hours per Week: 40


Work Schedule: Monday-Friday 10:00am - 7:00pm - Scheduling will need to be flexible to accommodate the business needs. Saturday maybe required.

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386606]]> Wed, 16 May 2012 16:00:00 GMT 2439935-Providence-Operations
This role is responsible for analyzing and solving complex operational, systems-related and/or customer issues. Creates and/or maintains databases and management reports, interpreting data and identifying trends. 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, complex analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities and/or perform moderately complex analysis to identify and resolve process-level issues. May assist in developing and implementing policies, procedures, and training materials to maximize efficiency and customer service. May manage projects requiring coordination with other teams, process improvement projects and may perform other such duties as assigned including trouble shooting operational issues.

May serve as subject matter experts with vendor relationships and serve as business unit liaison with other departments. May serve as point person for more junior team members. Collect, review and analyze data and/or documentation to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements. Maintain/create accurate and timely reports and/or documentation with minimal supervision. May perform ad hoc analysis and reporting and collaborate with Management and/or project team stakeholders. Utilize department specific system applications.

Qualifications

Excellent organization skills


Excellent ability to multi-task


Excellent customer service skills


Advanced MS Excel


Strong knowledge of department computer applications and systems


Excellent time management skills


Excellent written and verbal skills


Excellent interpersonal skills


Advanced analytical skills


Solid interpersonal skills


Capacity to work independently


Associate Degree required, Bachelors Degree preferred


5+ years, Professional experience in analysis or equivalent, financial services industry or business line experience.

Hours and Work Schedule

Hours per Week: 40


Work Schedule: Monday-Friday 8:00AM-5:00PM

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386573]]> Wed, 16 May 2012 16:00:00 GMT 2439920-Providence-Operations
This role is responsible for collecting, reviewing, responding, and analyzing data and/or documentation and to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements in a fast paced environment. 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 methods, procedures, and knowledge of the business unit’s product(s) and system application(s).

This role performs routine, analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities. May assist in developing and implementing policies, procedures, and training materials to maximize efficiency and customer service. May perform other such duties as assigned including trouble shooting operational issues. May train more junior team members. May participate in projects requiring coordination with other teams. May serve as primary contact with vendors and/or other business units. 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.

Qualifications

Organization skills


Solid ability to multi-task


Solid customer service skills


Proficiency in PC skills and MS Office


Solid analytical skills


Solid knowledge of department computer applications and systems


Solid written and verbal communication


Capacity to work independently


2+ years, Experience in analysis, financial services industry or business line experience a plus


Associate Degree Preferred
Proficient knowledge of Mainframe applications and Microsoft applications including Word, Excel, Access, Powerpoint.
General Accounting principals including solid foundation of debits, credits and General Ledger processing.
Ability to work in a fast paced deadline driven environment.
Commercial loan processing knowledge preferred.

Hours and Work Schedule

Hours per Week: 40


Work Schedule: Monday-Friday 8:00AM-5:00PM

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386527]]> Wed, 16 May 2012 16:00:00 GMT 2439930-Providence-Operations
This role is responsible for collecting, reviewing, responding, and analyzing data and/or documentation and to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements in a fast paced environment. 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 methods, procedures, and knowledge of the business unit’s product(s) and system application(s).

This role performs routine, analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities. May assist in developing and implementing policies, procedures, and training materials to maximize efficiency and customer service. May perform other such duties as assigned including trouble shooting operational issues. May train more junior team members. May participate in projects requiring coordination with other teams. May serve as primary contact with vendors and/or other business units. 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.

Qualifications

Organization skills


Solid ability to multi-task


Solid customer service skills


Proficiency in PC skills and MS Office


Solid analytical skills


Solid knowledge of department computer applications and systems


Solid written and verbal communication


Capacity to work independently


2+ years, Experience in analysis, financial services industry or business line experience a plus


Associate Degree Preferred

Hours and Work Schedule

Hours per week: 40 - FLEX
Work Schedue: 1:30pm-10:00pm - Inlucding all holidays and weekends

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386579]]> Tue, 15 May 2012 16:00:00 GMT 2437215-Boston-Operations
The Ops Senior Associate role provides oversight and monitoring of the workflow of a group. This role performs advanced clerical operations tasks that are routine and/or repetitive in nature in a fast paced environment. The position requires the application of various complex methods, procedures and knowledge of the business unit’s product(s) and application(s). The position requires routine decision making without consulting supervisor and the ability to prioritize.


The Ops Senior Associate ensures work adheres to regulations and ensures compliance to departmental policies, risk avoidance standards and SLAs. The completion of multiple daily functions in an accurate and timely fashion, using advanced analytical skills is required. The incumbent may work independently on special projects often interacting with all levels of management, serving as a resource of the business unit. The incumbent is capable of solving problems in assigned areas. May serve as point person to more junior team members. Research routine customer, brand, or bank inquiries as appropriate.


Will determine the source of problems and work to resolve them accurately and within quality control and service level agreement requirements. The incumbent is expected to utilize knowledge of regulatory and compliance requirements to help minimize financial risk to the bank and detailed knowledge of multiple systems to solve problems. May provide customer service for internal and/or external customers. Performs other such duties as assigned.


May include reporting responsibilities which may entail creating, monitoring and analyzing. May assume department administrative duties as required. May interface with other departments on projects or initiatives. Provides training and/or feedback for new and existing staff members. May require multi-tasking and cross training within the department. Provide technical support to the management team and department colleagues on business specific systems and/or processing issues. The incumbent must possess ability to work efficiently in a high volume, fast paced, deadline oriented environment.

Qualifications

Advanced problem solving skills and analytical skills


Strong math skills


Strong compliance/regulatory environment knowledge/skills


Strong ability to multi-task & strong organizational skills


Strong ability to communicate effectively verbally and written with all levels of colleagues


Excellent customer service skills


Strong product knowledge


Advanced department specific system functionalities and specific mainframes


Solid knowledge of MS Word


Solid knowledge of MS Excel & Outlook


Advanced knowledge of department computer applications and systems.


Strong PC skills.


High School or Equivalent required, Associate Degree preferred


2 - 3 years Operations experience, experience working in an operations environment preferably financial institution.
Construction disbursement processing a plus.

Hours and Work Schedule

Hours per Week: 40


Work Schedule: Monday-Friday 8:30AM-5:30PM

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386580]]> Tue, 15 May 2012 16:00:00 GMT 2437210-Richmond-Operations
This position will serve as a midlevel analyst with operational responsibilities for accurately evaluating customer information and taking appropriate action to protect the company against risk of money laundering activity in accordance with Global and Local Regulatory procedure and policy in consultation with AML supervisory staff.

Responsible for ensuring that assigned processing is performed according to the standards set forth by the Bank in addition to government and industry regulations. The Analyst II must have a good understanding of the governing rules and regulations and the implication of processes on other groups within operations and other divisions in the Bank. The AML Analyst II may work on processing of Due Diligence, Sanctions Filtering, Bank Secrecy/Cash Reporting, and/or CIP.

Analyzing, researching and making decisions. Report and submit necessary documentation as required. Creating and maintaining appropriate files which will be reviewed by AML supervisory staff as well as internal, external and regulatory examiners during annual audits and examinations. Interfaces with internal clients, compliance, business, client services, cash operations, securities operations as required. Understands and follows operational controls to minimize errors. In consultation with AML supervisory staff provides feedback in the development of strategies to alleviate operational issues and Ensures compliance within the area of responsibility; makes recommendations for improving effectiveness of policies and procedures.

Qualifications

Willingness and ability to learn: internal and external rules governing the compliance area


Able to achieve both immediate and short term goals with appropriate supervision, ensure smooth work flow and meet operational deadlines


Good written and verbal skills


Good interpersonal and communication skills and the ability to interact with a diversity of professionals and staff members


Computer skills, including Microsoft office, research software and internet searching and investigation skills


Bachelor Degree preferred


AML Certification preferred


2 + years, banking experience within retail or operations, basic knowledge of banking and bank systems


2 + years, AML knowledge, working knowledge of AML or Bank Secrecy procedures.

Hours and Work Schedule

Hours per Week: 40


Work Schedule: 2nd shift hours with the possibility of some overnight shifts, hours will vary

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386495]]> Mon, 14 May 2012 16:00:00 GMT 2433752-Providence-Operations
The Ops Documentation Specialist I, as a subject matter expert, the incumbent will support the business lines by working in tandem with colleagues at all levels to gather information and document processes and workflows according to internal/external policies and regulations. The colleague may develop and produce colleague communications for systems/operational issues and project implementation. Coordinate new hire and annual training as applicable. Maintain functional procedures and workflows to address cross-functional training requirements, and regulatory requirements to ensure a satisfactory audit.

Consult with process owners, subject matter experts and mangers to document new processes to update procedures and workflows based on changes to process or policy, regulatory or audit requirements. Submit drafts and revisions to subject matter experts or process owners for review and maintain documentation of approvals, writes and edits as required. Maintain current list of unit procedures, manage update requests and prioritize with outstanding assignments. Complete the annual procedure and workflow review as required by Group policy. Report progress to management as required.

Participation in meetings with internal and external colleagues to identify process improvements & efficiencies. Coordinates Group Training requirements to address new business processes, regulatory and compliance training: Maintain accurate reporting for training dates, attendees, scores by tracking the training topic, date of deployment, origin and completion date for Compliance Coach, Regulatory U, Banker’s Edge and internal training requirements. Conduct training needs assessments for new and existing colleagues. Escalate training participation and delinquency as appropriate.

Manages the communications workflow using internal resources as applicable. Prepare the business unit’s communications through interaction with various levels of management, review options and materials, including electronic or print, including, but not limited to: Job aids & work guides, Assists manager in seeking communication opportunities and gathers feedback on communication effectiveness, Customer contact, i.e. letters, Front-end phone messaging, Recommends for branch, internal or external communications, Incumbent may serve on department project teams, LEAN initiatives and or unit level projects or assignments.

Qualifications

Demonstrated strong written and oral communication skills


Expert knowledge of operational processes


Flexibility to work on multiple tasks and deadlines


Demonstrated organization, analytical and prioritizations skills


Experience with Microsoft Office Suite (i.e. Word, Excel, Outlook)


The position may require domestic travel


High School or Equivalent required, Associate Degree preferred in Journalism, Communication, English, Elementary/Secondary Education or proven work experience


Other Education or Training in Quality management or related experience preferred, and project related work experience preferred


2 – 4 years experience in Communications writing and development experience, Combination of communications, writing and work experience, knowledge of bank or financial institutions preferred.

Hours and Work Schedule

Hours per Week: 40


Work Schedule: Monday-Friday 8:00AM-5:00PM

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386343]]> Thu, 10 May 2012 16:00:00 GMT 2425039-Richmond-Corporate
Communicates verbally and in writing with external and internal customers to determine fraudulent activity in an effort to mitigate fraud losses and retain customer relationships. Highly organized, with the ability to multi-task/prioritize. Researches credit contact information to reach targeted customers Completes all card security reports with pertinent investigative information. Identify suspicious credit card transactions and speak with merchant banks and customers. Utilize common sense and good judgment in recognizing potentially fraudulent transactions. Achieve departmental metrics for personal performance. Demonstrate problem-solving and analytical skills through prompt and efficient handling of fraud inquires. Identify fraud trends and collaborate with team members. Review of balance transfer checks and payment checks for possible fraudulent activity. Make monitor adjustments to ensure credit card balance is correct before chargeoff occurs. Comfortable with basic case management principles and sorting and analysis functions using MS Excel and/or MS Word. Provide periodic fraud case reviews and summary reports. Successfully negotiates customer situation to a mutually satisfactory solution.

Qualifications

Organization skills


Solid ability to multi-task


Solid customer service skills


Proficiency in PC skills and MS Office


Solid analytical skills


Solid knowledge of department computer applications and systems


Solid written and verbal communication


Capacity to work independently


2+ years, Experience in analysis, financial services industry or business line experience a plus


Associate Degree Preferred

Hours and Work Schedule

Hours per Week: 20
Work Schedule: Tuesday, Wednesday, Thursday 5-10 Saturday 4-9

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386400]]> Wed, 09 May 2012 16:00:00 GMT 2425014-Danbury-Bridgeport-Operations
The role holder will lead the relationship and engagement of Mortgage Servicing with the Business Lines, managing the relationship to add value in pursuit of its business and strategic objectives, and support overall Group success.

Specifically the role holder will:

• Act as the primary interface with HLS and manage the relationship to add value.


• Coordinate with HLS to ensure delivery of required resources and results from dependant projects.


• Drive all projects that are directly owned by Mortgage Servicing that deliver cross-divisional infrastructure.


• Work closely with HLS to agree service delivery standards, understand issues and create a joined up approach to resolving, with the goal of maximizing service assurance.


• Challenge accepted thinking, lead strategy development for Mortgage Servicing and strategic design for all systems and business processes, define the architecture and then develop the road maps for implementation.

Key Accountabilities
• Leadership for design and delivery of Mortgage Servicing strategic change program.
• The role-holder will oversee an investment spend with the realization of benefits post implementation.


• Develop and direct an effective, motivated and business results oriented team.


• Effective management of senior group stakeholders and cross divisional work stream sponsors.


• Drive the Mortgage Servicing strategic budget. Identify levers and opportunities to align costs more closely to differentiated service offerings.


• Drive cross divisional change by ensuring future delivery capabilities align with requirements.


• Manage the overall relationship with HLS from a Business Services partnership perspective. Define and agree SLAs and monitor performance.


• Responsible for ensuring that services delivered by Mortgage Servicing are reflective of the business requirement and that the cost profile is closely managed.

Business Delivery

• Ensure implementation and coordination of initiatives to drive forward the business, working in partnership with key areas of Business Services


• Ensure an appropriate operational infrastructure exists to provide an excellent customer experience including appropriate SLAs with key service providers.


• Ensure the quality of service and delivery supports the sales and products plans.
• Liaison with GSE to ensure all Mortgage Servicing elements including Investor Reporting and Investor Accounting are aligned with GSE requirements.
• Drive a robust vendor management program with all Mortgage Servicing partners to ensure vendors are managed within the group policy framework.
Business Continuity and Incident Management

• Ensure fit for purpose, regularly tested Business Continuity plans and that these link effectively into other business areas.


• Be the primary Business representative in relevant incidents impacting Mortgage Servicing.

Risk Management

• Ensure there is an appropriate framework to identify all risk and there are effective systems and controls in place.


• Develop and implement policies, procedures and standards which ensure compliance with all current regulatory and legal obligations


• Ensure appropriate reporting is in place on risk exposures and controls.

Financial Performance

• Manage associated budgets within set limits and report on performance and exceptions to targets in accordance with RBS Group financial governance and controls procedures.


• Ensure effective and appropriate financial performance and controls are established.

People Management

• Comply with Citizens HR policies for performance management through the use of objectives, competencies, development plans for all staff, including regular reviews through the year.


• Lead talent and succession management across the function.

Qualifications

Bachelors Degree, Required

Master's Degree, Preferred

Lean, Six Sigma Experience, Desirable

Skills/Competencies



Superior mortgage servicing knowledge including boarding, file/custodial management, escrow administration, taxes/insurance monitoring, lien release, account maintenance, cashiering, construction loan servicing, customer service and interaction with back office default management

Ability to make sound decisions and implement actions

Superior coaching abilities – takes responsibilities for coaching people to drive performance improvement and personal development

Superior customer service orientation, advanced customer experience analytical ability and proficient mortgage product knowledge

Superior ability to multi-task and to function efficiently in a high volume, fast paced deadline oriented environment

Working knowledge of MSP and FileNet preferred

Solid knowledge MS Excel, Word, PowerPoint, Visio

Superior time management and organizational skills

Superior written and verbal skills

Strong project management skills and knowledge of basic project management methodology

Proven experience of successfully delivering services through leading people

Working knowledge of process improvement techniques and methods

General knowledge of mortgage early default

Advanced knowledge of corporate policy, laws and regulatory requirements of a top mortgage servicer

Work Experience



Mortgage Servicing Operations, 10+ Years.

Senior level and/or Progressive Management positions, 5+ Years.

Mortgage Default, 1-5+ Years


Hours and Work Schedule

Hours per Week: 40


Work Schedule: Monday-Friday 8:00AM-5:00PM

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
386289]]> Tue, 08 May 2012 16:00:00 GMT 2424974-Richmond-Operations
This position will have day-to-day management responsibilities for directing activities within the AML group, who are responsible for evaluating customer information and taking appropriate action to protect the company against risk of money laundering activity.
This individual will be responsible for managing the daily/weekly/monthly management information reporting for Regional Services including prioritizing work, managing stakeholders and managing a staff of up to 4 FTE. The ideal candidate will have strong organizational skills, good communication skills, be a self-starter, be able to work under stressful conditions
Manages the day-to-day operational environment through effective communication of information and setting priorities to facilitate and maximize efficient performance. Maintains all documentation of the department ensuring procedures, policies and guidelines are kept current. Develops staff knowledge to ensure that all staff is kept up to date on relevant changes in the business. Reviews and monitors productivity of the department to ensure it is kept at a maximum level serving the clients.

Coordinates and liaises between global and internal compliance groups for information/data compilation. Interfaces with internal clients, compliance, business, client services, cash operations, securities operations, operational risk management, IT, systems, and external vendors concerning matters that effect or interface with the department. Ensures that management controls, designed to minimize the operational errors that occur, are in place and working effectively. Assists in the development of strategies to alleviate operational issues, promote client satisfaction and/or regulatory issues.

Leadership Accountabilities:


Business Management & Planning: Create and implementation and delivery of operational plans aligned with the business plans and targets. Contribute ideas, innovations and insights based on operational and customer needs to the overall business plan, to ensure the right objectives and focus is set in that plan.

Process/Continuous Improvement: To initiate and support process improvement activity and help to embed a culture of continuous improvement. To facilitate change through projects. Customer Service: To champion strong customer service attitudes and values.

Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate. Ensure processes operate as designed. Key indicators in place to ensure reliable, predictable and stable environment.

Stakeholder Management: Develop and maintain effective working relationships with peer-level stakeholders across the business so that these contribute both to the effective operation of the business unit as well as the development of the unit business plan.

Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Ensure robust structures are in place to deliver, monitor and review change initiatives.

Team Leadership: develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives. Fostering an environment of cooperation and change.

Recruitment & Induction: design and recommend resourcing strategy, to identify recruitment requirements. Oversee the new hire orientation process for new team members

Team Development: Create, plan and implement activities that will support the development of team members.

Performance Management: Ensure team meets agreed service levels, coach and develop staff, reviewed follow-up with each individuals performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors. Conducts performance reviews and acts upon development needs where appropriate. Ensures that direct reports have clear objectives and targets linked to business objectives and appropriate behaviors ("what" is expected and "how" they are expected to achieve objectives).

Qualifications

Direct experience managing a compliance group within a financial institution

Expert knowledge of internal and external rules governing the compliance area

People leadership

Understanding of industry practices in the area of anti-money laundering practices and sanctions filtering

Bachelor Degree Required

AML Certification Preferred

5 + years, direct experience managing a compliance group within a financial institution

5+ years, financial services and/or general banking knowledge and Management/Supervisory experience.

Proven experience of understanding industry practices in the area of anti-money laundering practices and sanctions filtering

5+ years, AML experience preferred.

Must have a solid understanding of technology (Excel, Access and other reporting tools).


Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:00AM-5:00PM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

386309]]> Tue, 08 May 2012 16:00:00 GMT 2424941-Providence-Sales-and-Service
Performs a variety of activities that support the efficient operation of the Mail Room function.  Sorting and delivery of mail. Provides general clerical support to the department.
 

Qualifications

High School degree or equivalent


Basic math and problem solving skills


Basic data entry and PC skills, MS Office experience preferred


Good written and verbal communication skills


Good attention to detail


Some positions require ability to lift up to 40 lbs


Ability to work in a fast paced, deadline-oriented environment


Relevant work experience preferred

 

Hours and Work Schedule

Hours per Week:   25
Work Schedule:    Monday-Friday 7:00PM-12:00AM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. - Charter One to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

386062]]> Tue, 01 May 2012 16:00:00 GMT 2406319-Cleveland-Corporate
Process and fund retail installment contracts from automobile dealers. 
Documentation review to ensure compliance.
Support RBS Citizens Credit and Sales Department with necessary steps in the processing/funding process.
Adhere to all Compliance policies, customer experience expectations and department policies and procedures.
Handle dealer phone calls; answer questions regarding Funding. 
Candidate will be required to learn all aspects of the Auto Finance Department and help as needed.  
 

Qualifications

High School Diploma

1 year customer service experience.

The individual will need to possess computer skills, knowledge of a 10 key calculator and data entry skills along with some phone experience.

Environment is very fast paced and team oriented.

There are daily goals and deadlines to be met.  

 
  

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Tuesday – Thursday 1:30 – 10:00; Friday & Saturday 11:30 – 8:00.
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

386075]]> Mon, 30 Apr 2012 16:00:00 GMT 2395865-Providence-Corporate
The Ops Senior Associate role provides oversight and monitoring of the workflow of a group.  This role performs advanced clerical operations tasks that are routine and/or repetitive in nature in a fast paced environment.   The position requires the application of various complex methods, procedures and knowledge of the business unit’s product(s) and application(s). The position requires routine decision making without consulting supervisor and the ability to prioritize.


The Ops Senior Associate ensures work adheres to regulations and ensures compliance to departmental policies, risk avoidance standards and SLAs.  The completion of multiple daily functions in an accurate and timely fashion, using advanced analytical skills is required.   The incumbent may work independently on special projects often interacting with all levels of management, serving as a resource of the business unit. The incumbent is capable of solving problems in assigned areas.   May serve as point person to more junior team members.   Research routine customer, brand, or bank inquiries as appropriate. 


Will determine the source of problems and work to resolve them accurately and within quality control and service level agreement requirements.  The incumbent is expected to utilize knowledge of regulatory and compliance requirements to help minimize financial risk to the bank and detailed knowledge of multiple systems to solve problems.  May provide customer service for internal and/or external customers.  Performs other such duties as assigned. 


May include reporting responsibilities which may entail creating, monitoring and analyzing. May assume department administrative duties as required.  May interface with other departments on projects or initiatives.  Provides training and/or feedback for new and existing staff members. May require multi-tasking and cross training within the department. Provide technical support to the management team and department colleagues on business specific systems and/or processing issues.  The incumbent must possess ability to work efficiently in a high volume, fast paced, deadline oriented environment.
 

Qualifications

Advanced problem solving skills and analytical skills


Strong math skills


Strong compliance/regulatory environment knowledge/skills


Strong ability to multi-task & strong organizational skills


Strong ability to communicate effectively verbally and written with all levels of colleagues


Excellent customer service skills


Strong product  knowledge


Advanced department specific system functionalities and specific mainframes


Solid knowledge of MS Word


Solid knowledge of MS Excel & Outlook


Advanced knowledge of department computer applications and systems.


Strong PC skills.


High School or Equivalent required, Associate Degree preferred


2 - 3 years Operations experience, experience working in an operations environment preferably financial institution.
 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday  3:30 pm - 12:00 midnight (2nd shift)
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

385998]]> Thu, 26 Apr 2012 16:00:00 GMT 2385683-Providence-Operations
The Ops Supervisor I oversees and supports the day-to-day department production actives which include cross training, control, and audit activities, production, and quality control.  Facilitates departmental workflow, ensures that work is properly safeguarded and controlled in accordance with banking policies and procedures.  Provides guidance, training and leadership to team members.  Ensures work adheres to regulations and ensures compliance to CFG policies, departmental policies, risk avoidance standards and SLAs. Track and report key department metrics. Provide input, motivate, incent, and rewarded desired behaviors by providing feedback and utilizing available reward and recognition programs.

Leadership Accountabilities: 


Business Management & Planning: Be aware and understand business objectives and how this relates to the role. Oversee and support the day-to-day department production activities.

Process/Continuous Improvement: Contribute to the improvement of the customer experience.  To encourage and respond to process improvement ideas from team members.

Managing Change: Be flexible to react and/or implement change initiatives.

Customer Service: Be a role model to drive customer service values.

Risk Management: Identify, minimize, and escalate risk where appropriate. Team Leadership: ensure team members have a clear idea of what is expected of them and to what standard. Provide a team supportive environment.

Recruitment & Induction: to assist in the on boarding of new team members so that they can be effective in their new role as quickly as possible. 

Team Development: actively participate in supporting and training team members to achieve individual and department goals.

Performance Management: provide input in the performance review process.  Will assist team members in achieving the objectives and targets linked to the business goals and ensure  appropriate behaviors are demonstrated ("what" is expected and "how" they are expected to achieve objectives).
  Note: this position involves moving boxes occasionally which can be about 40lbs.
 

Qualifications

Solid interpersonal and communication skills


Solid organization skills


Solid ability to multi-task and to function efficiently in a high volume, fast paced deadline oriented environment.


Solid PC skills


Intermediate knowledge MS Excel


Intermediate knowledge PowerPoint/Visio


Intermediate knowledge of MS Word


Solid time management skills


Sound written and verbal skills


Solid professional customer service orientation


Ability to support others through development and coaching


Strong problem solving skills and analytical skills


Strong understanding of the compliance/regulatory environment


Associate Degree required


2 + years Operations experience, experience managing workflow process
 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:00AM-5:00PM
 

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
385377]]> Thu, 12 Apr 2012 16:00:00 GMT 2348234-Richmond-Operations
Responsible for executing outbound sales activity on Branch Referral leads for the banks private student program. Explain and offer appropriate sales options and recognizes cross-sell opportunities to increase customer satisfaction and enhance the customer relationship. Proactively manages Branch Referral leads and ensures all required contact attempts are made. Will act as direct branch contact for calls received via the Branch Hotline. Provides world class customer service and problem resolution to customers calling in for assistance (both internal and external). Takes ownership of complicated customer service issues and ensures resolution is attained on the first call whenever appropriate. Displays the ability to think creatively and to be resourceful. Will also provide backup phone support for the Education Finance Customer Service team. 
Assertively respond to branch referral sales leads through direct contact with customers with the goal of converting the lead to a Trufit phone application. Apply knowledge of workflow, performance, and processes to improve the customer experience and increase productivity, recognizing appropriate sales opportunities.
Retains ownership of customer issues to satisfactory completion and know to escalate to appropriate internal areas and obtain resolution. Recommend corrective services to address customer complaints.
Effectively respond to customers with complex inquiries regarding credit decisions, credit inquiries, credit disputes and provide professional, positive experience under difficult circumstances.
Act as primary contact for Branch Bankers, take ownership of all assigned leads and provide bankers with updates as required.
Accurately completes all customer follow-up work and ensure all sales leads are appropriately dispositioned.
Ensure skill sets are continually enhanced.
Achieve set business line goals and make or exceed defined sales goals.
Communicate, implement and interpret procedures.
Participate in additional projects as assigned.
 

Qualifications

High School or Equivalent required, Associate Degree preferred or 1-2 Years of Experience in lieu of Degree


 
Telesales or inside sales experience
World class customer service skills.
Superior interpersonal skills with the ability to engage potential new Trufit customers and navigate through difficult situations with customers.
Extensive knowledge of products and services – ability to communicate features and benefits effectively.
Experience in Education financing a plus
Excellent time management skills; goal driven with a desire to exceed sales and productivity goals.
Advanced problem solving skills.
Strong verbal written / interpersonal communication skills
Superb listening and problem solving skills
Proficient knowledge of Office products.
Self starter; able to work with minimal supervision
Ability to learn new concepts quickly and to thrive in a fast paced quickly changing environment.
Team player with strong mentoring abilities.
Strong multi-tasking ability.
3 + years of customer Service / telesales / inside sales experience  
 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:00AM-5:00PM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

385113]]> Tue, 10 Apr 2012 16:00:00 GMT 2343523-Dedham-Operations
Scope:



Manages the business side participation in incentive plan changes in the ICM system, including data gathering, plan design, testing and implementation.

Partners with Incentive Management Services Group colleagues to develop and provide solutions for the business.

Partners with key internal groups (e.g. HR) to ensure information is appropriately and accurately captured.

Provides support to new product development on requirements for incentive eligibility, tracking and reporting.

System Strategies:



Develops systems strategies that will lead to the optimization of the incentive compensation plan.


Develops strategic systems solutions that use technology to address the needs of the Incentive Management Services Group.


Leads the implementation of transformation projects (e.g. Merced ICM Implementation).


Manages relationships with third party vendors relating to systems.


Develops and implements continuous improvement activities.


System Development and Maintenance:



Oversees the development and maintenance of automation related to data file transmission and loading, reporting development and generation, portal page updates and maintenance, compensation logic development, and maintenance.

Oversees maintenance of compensation logic within incentive application covering all incentive compensation plans.

Ensures system maintenance is performed on a consistent basis.

Resolves any escalated performance issues as a result of system monitoring.

Collaborates with appropriate colleagues and 3 rd parties to oversee the design, development, and application of the incentive systems.

Oversees the configuration, installation, modifications, and upgrades of 3 rd party software products.

Coordinates the installation of applications.

System Support:



Oversees system support for incentive compensation applications used for sales colleagues.

Quality Assurance:



Ensures the ICM system is receiving the appropriate incoming data feeds and is accurately calculating and processing participant performance and incentive payouts.

Creates an environment that ensures communication effectively flows between the systems team and key stakeholders (e.g. leadership team).

Participates in risk related incentive compensation projects as needed

Develops and implements continuous improvement activities in order to gain production process efficiencies for transactions received each quarter.

Develops and enforces system best practices.

Provides relevant systems information for auditing purposes.

Reporting:



Oversees the development, production of, and enhancement to accurate system  production reports.

Develops new metrics and reporting in response to changes in business requirements.

Management:



Manages employees directly, which includes selection, training and development, establishing performance goals, allocating resources and assessing annual performance.

Financial Responsibility



Revenue (P&L)

Assets Managed

Liabilities Managed

Individual Lending Authority

Number of Accounts Managed

Portfolio Size

Servicing Size

Amount of Supervision:
Direction:  Establishes procedures for attaining specific goals and objectives in a broad area of work.  Only final results are reviewed.  (Typically applies to a manager or expert/top level professional.)
Supervisory Responsibilities:



Supervise Directly:    5

Conducts Performance Evaluation

Hire New Colleagues

Plan and Assign Work

Recommends Classifications and Salary Increases

Train

Take Disciplinary Action

 

Qualifications

Bachelors Degree Required
Master’s Degree Preferred
10+ years  of IT Experience
5+  years of Incentive Compensation



Ability to make decisions and take appropriate actions

Ability to pay attention to detail

Exhibits exceptionally computer skills

Demonstrates excellent written and oral communication skills

Proactively identifies issues and resolves them

Exhibits analytical skills necessary to solve complex issues

Ability to think strategically and uncover opportunities to create  increased value within the organization

Builds effective and collaborative peer-level relationships

Displays excellent leadership and advisory skills

Ability to interact and effectively communicate to colleagues at different levels within the organization

Other experience:



Field experience is desired

Excellent knowledge of HRIS systems and associated compensation functionality within those systems

Knowledge of financial industry products, services, sales, and delivery

Demonstrated success in a dynamic, frequently changing  and fast paced environment

 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:00AM-5:00PM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

385125]]> Mon, 09 Apr 2012 16:00:00 GMT 2343505-Dedham-Operations
This role is responsible for analyzing and solving complex operational, systems-related and/or customer issues.  Requires the application of various complex methods and procedures, and performs routine, complex analytical review of data and/or documentation.
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. and serve as business unit liaison with other departments.
May require cross training within the department and serve as point person for more junior members of the team.
Position requires the ability to prioritize and work independently.  Must possess the ability to work efficiently in a high volume, fast paced, deadline oriented environment.
 

Qualifications

Superior organization skills


Ability to multi-task


Strong analytical acumen


Excellent communication skills


Strong capacity to work independently


Working knowledge of all standard Windows and MicroSoft Office software a must


Knowledge of MSP System preferred


Bachelor Degree Preferred, Associates Degree Required


8+ years experience in financial services industry, 5 years minimum mortgage banking
 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:00AM-5:00PM

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
385241]]> Sun, 08 Apr 2012 16:00:00 GMT 2335264-Richmond-Operations
Build and maintain relationships with business and operations subject matter experts (SME’s)
Validate problem / opportunity statements and supporting baseline metrics.
Identify scope, customer and requirements.
Develop process maps, key processing inputs and supporting metrics.
Establish corrective action and root cause options.
Deliver recommendations, and implement approved actions and supporting control plans.
Process Improvement Analysis



Facilitate workout sessions to identify process improvement opportunities and the identification of baseline metrics.  They will lead the validation of problem / opportunity statements and supporting baseline metrics for small initiatives.

Identify process improvement requirements for a small to medium process ensuring solution align with process improvement and business performance objectives and needs.

Improve the quality of process outputs by identifying and removing the causes of defects (errors) and minimizing variability in business processes.  They establish corrective action and root cause options.

Develop process maps, key processing inputs and supporting metrics and deliver recommendations, and implement approved actions and develop supporting control plans for longer term process performance.

 Project Management



Lead small business improvement project, which deliver sustainable results and reliable measurements through the effective engagement of the stakeholders involved.

Manage a small process improvement team, including performance management, comp / rating recommendations and overall responsibility for work product quality and schedule.

Build and maintain relationships with business and operations subject matter experts (SME’s)

 Stakeholder Management



Take an activate roll in developing and maintaining effective working relationships with key stakeholders across Business Services, and GTS Delivery Services to enhance the working relationship and ensure effective cross operational support for the Process Design Services and Practice Management.

 Customer Service



Chanpion strong customer service attitudes and values.  Responsible for assessing customer needs to help shape future competencies and service design requirements.  Utilize performance metrics and standards to drive quality output.

Recruitment and On-Boarding



Supports the Manager of Process Improvement Design Services by identifying resource needs.


Qualifications

Bachelor Degree in Business (Finance / Banking) or Technology (Systems Implementation), or Operations

or 3+ years professional work experience.

Certifications in any of the following preferred:  Black Belt (BB), Business Architecture Certification, BA Certification, CBAP- Certified Business Analysts, BPM- Business Process Management, CBA – Business Architect, Certification, BA Certification, Greenbelt

If no certifications, additional education is preferred:  Financial services, Manufacturing background in operations, quality and continuous improvement, Project management in business systems, technology implementations, Six Sigma or Lean.

2-3 years – Six Sigma experience

2-3 years – Lean Six Sigma experience

2-3 years – Experience in project management in business systems or technology implementations.  Functional leader of a team engaged in operations, project management or continuous improvement.

2-4 years – Experience in customer service, call center, transaction processing, research and  / or adjustments.

3+ years – Manufacturing background in operations, quality and continuous improvement.

3+ years – Experience mentoring others.

Six Sigma Competencies / Skills:

            Qualitative and quantitative analysis
            Lean Six Sigma DMAIC and DFSS
                        Project Charter
                        Stakeholder Analysis
                        SIPOC Diagrams and Process Maps
                        Measurement Plan / Operational Definitions
                        Pareto Charts
                        Run Charts
                        Cause & Effect Diagrams
                        Decision Criteria Matrix
                        Pilot, Test, and Implementation Plan
                        Control Plan, Visual Controls
                        Value Stream Maps



Process Improvement Analysts Competencies / Skills:

Demonstrates knowledge of common business architecture and analysis concepts, innovations and trends in the industry
Demonstrates in in-depth knowledge of business improvement analysis
Demonstrates a working ability to use various business architecture analysis tools and techniques
Demonstrates their adaptability to changing business and change management needs
Ability to handle projects which they do not have full knowledge of and build understanding to deliver measurable results
Information and data modeling
Usage of Microsoft Office and tools such as Minitab for data gathering and stakeholder interactions.



Project Management Competencies / Skills:

Financial analysis capability
Detail planning
Analytic thinking
Leadership and team building
Influencing and delegating
Decision-making
Commmunicate across all levels
Strategic thinking
Ability to review deliverables



Contribution to Practice Management and Citizens:

Actively engage in Practice Management activities
Assists in recruiting efforts by identify process improvement roles job requirements
Openly champions the work of Practice Management and Process Improvement Design Services



Contribution to Colleagues:

Support the on-boarding process of Process Improvement Design Services colleagues
Effectively motivates and guides Process Improvement Design Services colleagues to improve performance



Communication:

Excellent communications skills
Professional presentation of self and information to ensure understand of content
 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:00AM-5:00PM
 

Equal Employment Opportunity

It is the policy of CCO Mortgage Corporation to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.
385151]]> Thu, 05 Apr 2012 16:00:00 GMT 2329694-Richmond-Operations
This position may be required to support the several departments within the Debt Management, Mortgage and Fraud Operations Group.  This role will include mail, reporting and researching.  This role may also include invoicing, monetary transactions, recovery account set up, coordination of titles, filing claims, chexsystem updates, reconciliations and specialized letters.
Mail- This would include all processing of the departments’ mail; identifying, logging and distribution.  
Monetary Transaction – This would include processing of transactions related to allocation of funds.  Processing would consist of but, may not be limited to the following types of transactions: Check processing, all automated payment systems (i.e. Epost, Princeton, eCom, RBS Lynk), Bank Right of Offset, Check Automation Technology (CAT), Wire Transfers, Stop Payment Requests, Return Deposit Items (RDI), Increase to charge off, Payment Reversals, Extension Payments, Paper Ticket Processing, Specialty Queues and Post Sale Process.
Reporting - Manually retrieving, updating and maintaining departmental reporting functionalities that are utilized by all levels within the department.
Research- Utilizes internal bank tools and websites to help facilitate the locations of missing payments as well as researching invoices and possible misapplied payments.
 

Qualifications

Highly Organized

High aptitude for Verbal and Written communication skills

Excellent Time Management Skills

Highly Detail Oriented

 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:00AM-5:00PM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

384825]]> Mon, 02 Apr 2012 16:00:00 GMT 2321389-Providence-Corporate
As part of an unsecured payment product team, responsible for providing in-depth high quality customer service and support to 3 rd party client and customers.  Explain and offer customers appropriate sales and financing options as well as recognizes cross-sell opportunities to increase customer satisfaction and enhance the customer relationship. Ability to articulate finance options as well as comprehend at a high level the various products customers are purchasing.   Direct point of contact for assisting customers and client with loan application questions and assisting them with completing the transaction.  Deal extensively with sensitive complex credit-related inquiries requiring highly skilled, professional and tactful responses.   Take ownership of complicated customer service issues and ensures resolution is attained according to client’s standards.  Conduct all research, engage management in other internally areas as needed and maintain contact with the customer in a timely manner to the customer's satisfaction. 
Primary contact for 3 rd party client to assist customer with escalations and or concerns related to the loan application process.  Provide client with support for system related issues associated with application, status, updates, authorization, settlement and payment for product.   Address and respond to all fraud related inquires through discussion with internal privacy office and operations manager.
Primary contact for customers related to the loan application process.  Articulate finance options as well as comprehend at a high level the various products customers are purchasing.   Apply knowledge of workflow, performance, and processes to improve the customer experience and increase productivity, recognizing appropriate sales opportunities. Retains ownership of customer issues to satisfactory completion and knows to escalate when appropriate.
Effectively respond to customers with complex inquiries regarding credit decisions, credit inquiries, credit disputes and provide professional, positive experience under difficult circumstances. Must be able to independently handle a high number of customer escalations and acts in a priority service capacity.
Administer and complete loan application transaction via the phone.
In a timely manner, accurately completes all customer follow-up work in required client defined standards.
Participate in additional projects as assigned.
 

Qualifications

Experience in unsecured loan transaction financing

Understanding of unsecured credit decisioning

World class customer service skills

Recognizes/coaches to need based sales

Extensive knowledge of products and services

Excellent time management skills; goal driven with a desire to exceed sales and productivity goals

Advanced problem solving skills

Strong verbal/written/interpersonal communications

Superb listening and problem solving skills

Proficient knowledge of Office products

Self starter; able to work with minimal supervision

Ability to learn new concepts quickly

Team player with strong coaching/mentoring abilities

Strong multi-tasking ability

Superior interpersonal skills with the ability to navigate through difficult situations with customers

High School or Equivalent required, Associate Degree preferred or 1-2 years of experience in lieu of degree

3+ years Related experience, Customer Service / telesales / inside sales experience.


Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:00AM-5:00PM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

385096]]> Mon, 02 Apr 2012 16:00:00 GMT 2321369-Dedham-Operations
Performs intermediate clerical operations tasks that are routine and/or repetitive in nature in a fast paced environment. Position requires the application of various complex methods, procedures and knowledge of the business unit’s product(s) and application(s).  Researches routine customer, brand, or bank inquiries as appropriate.  Determines the source of problems and works to resolve them. Performs simple data entry tasks, compiles simple data, and performs routine math calculations. Ensures work adheres to regulations and ensures compliance to departmental policies, risk avoidance standards and SLAs. 

The position requires routine decision making without consulting supervisor and the ability to prioritize.  Completes multiple daily functions in an accurate and timely fashion, using basic analytical skills. Works independently most of the time and is capable of solving problems in assigned areas. May provide customer service for internal and/or external customers.  Performs other duties as assigned.  May require multi-tasking and cross training within the department.  May require training of other staff. Must possess ability to work efficiently in a high volume, fast paced, deadline oriented environment.
 

Qualifications

High School or Equivalent required


Good problem solving skills and analytical skills


Basic math skills


Good compliance/regulatory environment knowledge/skills


Ability to multi-task and attention to detail


Ability to communicate effectively verbally and written


Good customer service skills


Working knowledge of department computer applications and systems. Basic mainframe skills.


Working knowledge of MS Word


Working knowledge of MS Excel


Working knowledge of MS Outlook


1 – 2 years Operations experience, Experience working in an operations environment or entry level clerical.
 

Hours and Work Schedule

Hours per Week:   10


Work Schedule:    Saturday and Monday 9:00AM-2:00PM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

384401]]> Thu, 29 Mar 2012 16:00:00 GMT 2310931-Boston-Operations