Citizens Looking for Education Finance Product Support Analyst at Johnston, RI, United States Full Time

Job Description

Description
As an employee of Citizens Bank you become a part of an organization committed to serving customers, colleagues and communities in which we do business. Citizens Bank is an established and successful financial services company with national presence and the ability to conduct business globally. We are committed to offering comprehensive and competitive benefits, encouraging our colleagues to develop and grow their careers, and providing a fiscally sound and stable work environment while delivering to our customers.

Citizens Consumer Deposit and Lending’s mission has long been delivering the simplest, fastest, most hassle-free banking experience in the U.S.

The Product Support Analyst is responsible for understanding competitive student loan product offerings and managing the communications, product guides and other resources, and product specific content for training needs. The Business Analyst ensures the product accuracy of legal/compliance disclosure, sales and marketing communications, and other internal and external communications promoting the Citizens Bank Student Loan and Education Refinance Loan, as well as, other student lending-related programs and services.

As a core member of the Product Management team this position is to work to improve business processes/rules to ensure mitigation of risk, enhance the customer experience, and identify revenue/expense improvement opportunities; ensuring that the products comply with legal and regulatory requirements.
This role will have close partnership responsibilities with Sales Channel Distribution, Marketing, Business Performance Management/Strategy & Analytics, Risk Management, Compliance, Legal, Operations, external vendors, and Vendor Management. A key requirement for this position is partnering with the other areas of the business to understand consumer feedback to inform Product Management decisions and change initiatives, and to scope and prioritize appropriate communication and training opportunities.

• Manage product communication initiatives to enhance education finance programs and processes by establishing effective controls and processes to ensure communications customer facing materials meet compliance requirements accurately reflect product structure, features and positioning, are adhered to on an ongoing basis and are clear and simple for the customer to understand (including students, schools and internal partners).

• Create, validate, manage, and distribute the Product Training Manuals, Product Training Supplements, E-Prod Memo’s, and periodic updates to all student lending product promissory notes and related disclosures.

• Manage the accuracy and consistency of the interest rates across student lending products in the origination system, throughout product content and on customer facing materials.

• Manage the accuracy for the product and interest rates content for the Request for Information and Request for Proposal process for the Line of Business.

• Manage recommendations to enhance product offerings in originations and servicing, including concept, drafting and validation.

• Facilitate and develop the content for internal training on new products and product enhancements to assist all customer-facing associates in obtaining the necessary product knowledge to handle customer inquiries.

• General support for Product Managers, Contact Center escalations team, team leads, and processing and underwriting to assist in research and resolution of customer complaints, escalations, and other inquiries as necessary.

• Ensure the accuracy and distribution of the disclosures and mailings within customer communications, along with support for Risk and Control testing requirements, by maintaining current knowledge of risk-related changes that may impact assigned areas of responsibility and reviewing with Legal and Compliance partners the state laws and other regulatory changes that impact product distribution

• Create, validate, manage, and distribute competitive research on competitors within student lending, including rates, benefits, and volume.

• Produce regular and ad hoc management reporting and analysis for, executive business line reviews, weekly production meeting and KPI’s.

• Produce regular and ad hoc management reporting and analysis for executive level review.

Qualifications

• Understanding of product development and marketing in a financial/banking environment and the ability to execute in an effective and expeditious manner.

• Analytical Thinking/Problem Solving and Decision Making

Creativity/Innovation

• Excellent oral/written communication with ability to effectively communicate with customers, peers, internal partners, external partners, and executive management

• Ability to design and author executive level communications

• Persistent follow-through in project management

• History of successfully driving multiple co-occurring and/or co-dependent tasks to completion. Expandable capacity / excellent time management skills / ability to multi-task in fast-paced environment

• Experience in the consumer loan industry, either in product management, training, or communications with strong focus on the customer experience and demonstrated work in cross-functional teams is preferred.

• Bachelor’s degree required

Hours and Work Schedule
Hours per Week: 40
Work Schedule: M-F 8-5

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
Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.