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Citizens Bank Home Mortgage Operations Analyst I - Tax & Insurance Processor in Glen Allen, Virginia


The Operations Analyst I role performs advanced clerical operations tasks that are routine and/or repetitive in nature in a fast paced environment. The role performs various tasks related to real estate taxes and insurance processing. 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 Operations Analyst I 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.


  • 2 - 3 years Operations experience, experience working in an operations environment preferably in mortgage loan servicing.

  • 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

Hours & Work Schedule

Hours per Week: 40

Work Schedule: 8:30-5:00

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

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

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries.