Citizens Financial Group

Title: Servicing Ops Specialist Location: Johnston, Rhode Island Operations Description Servicing Ops Estate Specialist The Servicing Ops Estate Specialist is responsible for creating positive interactions with customers during a sensitive time, whether delivering an empathetic service experience or helping to problem-solve. This specialist supports estates and representatives of customers by handling both inbound and outbound phone interactions as well as assisting branch colleagues via chat. Responsibilities include managing requests related to notifying the bank of death and obtaining account information. This position requires the ability to provide service in a fast-paced environment with complex subject matter while complying with legal and regulatory requirements. The ideal candidate will demonstrate strong collaboration, problem-solving skills, and the ability to deliver compassionate, empathetic support during critical moments. Primary Responsibilities - Handle a high volume of incoming (inbound) calls and chats from customers, estate representatives, and internal partners with a focus on delivering high-quality, empathetic service. - Conduct outgoing (outbound) calls to customers, estate representatives, beneficiaries, attorneys, and internal partners to gather required information, clarify requests, provide updates, and drive case resolution. - Provide end-to-end (“white glove”) customer service support for estate-related loan and deposit products and services. - Perform advanced clerical and operational tasks that are routine and/or repetitive in a fast-paced environment. - Utilize established methods, procedures, and knowledge of business unit products, systems, and applications. - Demonstrate strong active listening and problem-solving skills, with consistent empathy when supporting client families. - Liaise with colleagues, beneficiaries, family members, and legal representatives to collect documentation and provide guidance throughout account processing and closure. - Research and respond to inquiries related to deceased accounts and proactively provide status updates. - Identify root causes of issues and resolve them accurately within established service level agreements (SLAs). - Ensure all transactions and interactions comply with applicable legal, regulatory, and internal policy requirements. - Maintain accurate and detailed documentation of all communications and account processing activities. - Collaborate with internal departments (e.g., Legal, OOC, Branches) to facilitate efficient processing and resolve complex issues. - Demonstrate ability to multitask, prioritize, cross-train, and take on additional responsibilities as requested by management. Minimum Qualifications - 1 year of work experience required - Customer service experience in Banking/Banking Operations preferred - Ability to complete repetitive tasks accurately and efficiently - Ability to thrive in a fast-paced, highly regulated environment - Strong organizational skills with the ability to prioritize and manage multiple tasks - High attention to detail and accuracy - Strong written and verbal communication skills - Strong active listening and problem-solving abilities with a customer-focused mindset - Demonstrated coachability, positive attitude, and team-oriented approach - Beginner to intermediate proficiency in Microsoft Office (Outlook, Excel, Word) - Willingness to support customers via both inbound and outbound phone calls, as well as chat - Ability to work directly with customers and provide an empathetic experience Education - High School diploma or equivalent required; Associate degree preferred Hours & Work Schedule - Hours per Week: 40 - Hybrid Schedule: 8:00 AM – 4:30 PM ET (Hours may vary Monday–Saturday) - 4 days in office / 1 day remote - Overtime required as needed Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance. Equal Employment Opportunity Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a 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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability. Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information. Benefits We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. View Benefits Awards We've Received Glassdoor Best Place to Work in Consulting, Finance & Insurance Human Rights Campaign Corporate Equality Index 100 Award Newsweek America's Most Charitable Company The Banker's US Bank of the Year Dave Thomas Foundation’s Best Adoption-Friendly Workplace Disability:IN Best Places to Work for Disability Inclusion Job ID: 47765 Full/Part Time: Full Time Shift: 1ST

Answer Engine Optimization Manager Marketing, Digital Experience, and Communications Westwood, Massachusetts; New York, New York; Pittsburgh, Pennsylvania; Boston, Massachusetts Description Answer Engine Optimization Manager is a strategic, hands-on role within Citizens’ Digital Content & Experience Strategy organization. This role is responsible for building and operating Citizens’ Answer Engine Optimization (AEO) Center of Excellence, defining how the brand is discovered, interpreted, and represented across AI-driven search and answer environments. As search evolves from links and clicks to answers, citations, and AI-mediated trust, this role focuses on increasing Citizens’ visibility, accuracy, and authority across answer engines such as Google AI Overviews, ChatGPT, Claude, Perplexity, and emerging platforms, especially across top- and mid-funnel journeys. Operating at the intersection of search intelligence, AI discovery, content structure, and governance, this role translates rapidly evolving search dynamics into practical standards, playbooks, and insights that cross-functional can consistently apply. This role partners deeply with Content Strategy, SEO, Social Media, Web Strategy, Brand, PR, Digital Media, Paid Search, Analytics, Product, Technology, Legal, Risk, and Compliance teams to shape how Citizens’ knowledge (expertise, product details, and thought leadership) is structured, governed, measured, and surfaced. Success is measured by trusted visibility, competitive share of answers, accuracy, and clear influence on customer confidence and business outcomes. The ideal candidate is both strategic and hands‑on: a builder who can set vision, define strategy, influence senior stakeholders, and translate rapidly evolving search and AI dynamics into scalable practices, standards, and measurable results. Key Responsibilities Answer Engine & AI Discovery Strategy - Lead the evolution of Citizens’ search practice from traffic‑driven SEO to AEO, focused on visibility, authority, and trust across answer engines. - Develop, operationalize, and scale Citizens’ enterprise AEO strategy and roadmap aligned with business priorities. - Educate stakeholders on how to increase Citizens’ visibility, and measure the quality of traffic sourced from answer engine - Earn cross-functional buy-in, evangelize and implement content and technical AEO best practices. - Analyze how customers encounter Citizens and competitors across answer engines (e.g., Google AI Overviews, ChatGPT, Claude, Meta AI, etc.) and translate insights into actionable strategy. - Develop strong operating routines and drive cross‑functional alignment, goal‑setting, cohesive execution, and shared accountability across partner teams. - Monitor shifts in search behavior, bot activity, AI answer formats, algorithm updates, and system access patterns to identify risk and opportunity. - Synthesize insights into clear, executive‑ready narratives that inform content, product, brand, PR, and experience decisions. Measurement & Search Intelligence - Define and lead next‑generation AEO measurement frameworks that connect: - Visibility: citations, mentions, share of answers - Authority: entity strength and topic‑level ownership - Impact: customer confidence, engagement, and downstream business influence (leads, applications, and product consideration including measuring citation and mention share as well as sentiment) - Build and maintain dashboards that translate complex discovery data into clear insights for senior leaders. - Evangelize actionable insights flowing constantly across content marketing, web development, paid search, social media marketing, PR, and brand marketing. Content Knowledge & Architecture - Drive cross‑functional alignment to structure Citizens content as authoritative, machine‑readable knowledge that is clear for humans and interpretable by answer engines, in partnership with marketing and technology teams. - Support development of answer‑based content models, including: - Definitions, FAQs, comparisons, and decision support - Explicit attribution, sourcing, and disclosures - Modular content designed for reliable reuse in AI‑powered experiences - Apply entity‑based optimization principles to strengthen AI understanding of Citizens’ products, expertise, locations, and brand authority. - Ensure content is factually precise, citation‑ready, compliant, and resilient against AI misrepresentation or hallucination. - Lead the evolution of standards for EEAT, accuracy, and trust signals in AI‑driven discovery environments, including influence across prioritized third‑party and aggregator platforms. Governance, Risk & Cross‑Functional Leadership - Operate within existing SEO and content governance models while helping define new guardrails for AI‑powered search. - Identify, escalate, and mitigate technical, content, or compliance‑related risks tied to answer engine visibility and discovery. - Ensure discoverability improvements align with security, accessibility, privacy, and regulatory standards. Qualifications - 7-10+ years of experience in SEO, search strategy, and digital discovery, ideally within financial services or other regulated, YMYL industries. - Deep understanding of answer engines, AEO, AI powered search, and conversational discovery - Deep understanding of the technical details of AEO as well as answer engines’ impacts on the top and middle of the funnel. - Working knowledge of how LLMs evaluate content quality, authority, and factual consistency. - Experience optimizing answer content (e.g., featured snippets, FAQs, comparisons), including for sensitive or complex topics. - Proven ability to translate complex data into insight, narrative, and strategic recommendation for senior audiences. - Paid search and aggregator experience is a plus but not required. Representative Tools & Analytics (Not Exhaustive) - Adobe Analytics - Google Search Console, Ahrefs, Conductor, Screaming Frog - Familiarity with entity, audience, or influence‑based research tools (e.g., Brandlight, SparkToro) is a plus - Comfort operating with emerging or ambiguous metrics as standards evolve Core Competencies - Strong cross‑functional collaborator and influencer - Analytical, strategic thinker with strong synthesis skills - Comfortable operating in ambiguity and rapid change - Clear, confident communicator (written and verbal) - Curious, test‑and‑learn mindset balanced with sound judgment - Detail‑oriented with a strong appreciation for risk, governance, and accuracy Hours & Work Schedule - Hours per Week: 40 - Work Schedule: M-F 8-5 In New York, NY, Westwood MA, Boston MA orPittsburgh PA, office 4 days 1 day remote. Pay Transparency The salary range for this position is $131,000 - $171,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience. We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States.

Drive workforce readiness and colleague development by overseeing training strategies, enhancing organizational effectiveness, and promoting a culture of continuous learning to align teams with business objectives and elevate client service quality.

Serve as a strategic partner in AML risk management, influence decisions through strong relationships, streamline onboarding processes, and collaborate on innovative solutions to complex compliance challenges while ensuring regulatory adherence.

Title: PB Sr Lending Specialist (CRE/Construction) Location: New York United States Job ID: 47258 Full/Part Time: Full Time Shift: 1ST Job Description: The Private Bank Senior Lending Specialist supports the Relationship Manager with their client's loan portfolio with extraordinary care and service. The Senior Lending Specialist works in primarily operational, processing, and analytical capacities, ensuring a high level of quality control from the loan application through the closing process. The Sr PB Lending Specialist has a strong understanding of Citizens Private Bank's credit policy, underwriting guidelines, and loan origination systems. Primary responsibilities include - The Senior PB Lending Specialist performs much of the same roles and responsibilities as the PB Lending Specialist and PB Lending Associate, with the understanding that the Sr. PB Lending Specialist is expected to lead, mentor, and manage team members in loan pipeline oversight, training and guidance, and is an expert on Citizens Private Bank credit policy, underwriting guidelines, and loan origination systems. Senior Lending Specialists who have credit approval authority for residential loans will tend to have higher dollar approval limits than the Lending Specialist or Lending Associate roles. - After RM handoff, serves as main POC for RM/Client Relations team and third parties to lending transactions. - Performs thorough analysis of client's financials to determine loan eligibility and qualification. - Monitors active pipeline to ensure loan workflow is efficient and meeting closing deadlines. - Maintains a high level of quality control for verifying accuracy of financial and loan documents. - Manages end-to-end loan process with internal/external partners from the time the loan is live through closing. - For Sr PB Lending Specialists who specialize in Residential Lending, responsibilities includes Setting up the loan and borrower terms in Empower, Locking the rate and ordering an appraisal, ordering title with escrow or attorney partners, preparing the initial loan estimate, initiating condo/co-op reviews, completing Underwriting Reviews and generating conditions, reviewing any additional financials and uploading to the loan origination system, composing loan narrative and identifying underwriting guideline variances or policy exceptions, and providing an initial approval decision or loan recommendation for a Credit Risk officer's approval. - For Sr PB Lending Specialists who specialize in Commercial Real Estate or Multi-Family Lending, responsibilities include completing the underwriting/analysis of the property as well as the guarantors and sponsors. Responsible for making sure the financial and collateral documents received meet Private Bank guidelines and lead the conversation with the Relationship Manager, Client Relations Team, or Credit Risk Officer to determine next steps, obtains additional needs from the clients, prepares the loan file for approval and closing. Qualifications, Education, Certifications and/or Other Professional Credentials - Bachelor’s degree in finance, economics, business, or a related field. MBA will be considered an asset. - Strong analytical and problem-solving skills. - Excellent communication and interpersonal abilities to interact with clients and colleagues. - Proficiency in financial modeling, credit analysis tools, and banking software. - Ability to handle sensitive client information with discretion and integrity. - 5+ years of credit risk experience, ideally in the financial services industry. - In-depth knowledge of bank loan, deposit, mortgage and credit products - Ability to understand the overall credit capabilities and risk management philosophy of the firm Hours & Work Schedule - Hours per Week: 40; Flexibility is required, as business needs may occasionally necessitate extended hours. - Work Schedule: M-F - In office 4 days/1 day WFH: Citizens Private Bank, Avenue of the Americas, NY - NY Pay Transparency The salary range for this position is $130,000- $160,000 per year, plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience. We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits . Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance. Equal Employment Opportunity Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a 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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability. Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information. Benefits We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

Title: QA Manager- Communications Location: Westwood United States Job Description: The Manager of Citizens' Communications Quality Assurance team leads the strategy, execution, and continuous improvement of quality assurance processes for personalized customer-facing communications across digital channels, including email, SMS, mobile applications, and real-time decisioning platforms prior to production release. This role ensures accuracy, compliance, consistency, and customer-level precision in all outbound communications, enabling Citizens to deliver high-quality, error-free customer experiences. The QA Manager will also work closely with the Communications Platform Product Owners on the development and oversight of end-to-end data and process controls contributing to the overall health of the communications platform. The QA Manager is responsible for overseeing a team of QA specialists, establishing testing and governance standards, partnering with cross-functional stakeholders, and driving process optimization through automation, data-driven insights, and innovation, such as introducing AI capabilities to the QA process. They will also drive continuous improvement through metrics, audits, and root-cause analysis. The ideal candidate balances strong people leadership with hands-on QA expertise and the ability to influence outcomes across marketing, technology, and compliance teams. Primary Responsibilities People Leadership & Team Management - Lead, coach, and develop Communications Quality Assurance Specialists, fostering a culture of quality, accountability, and continuous improvement. - Set clear performance expectations and conduct regular feedback, coaching, and performance reviews. - Provide guidance on complex testing scenarios, data interpretation, and prioritization of competing initiatives. Quality Assurance Strategy & Execution - Define and maintain QA standards, testing methodologies, and governance frameworks for personalized customer communications. - Oversee end-to-end testing across channels to ensure correct message delivery, eligibility logic, sequencing, formatting, and personalization accuracy. - Review and approve QA test strategies, test data, and validation results prior to deployment. - Ensure audit-ready documentation and adherence to internal controls and regulatory requirements. Process Optimization & Automation - Identify opportunities to streamline, standardize, and automate QA testing and data management processes. - Drive continuous improvement initiatives leveraging tools, analytics, and best practices to reduce defects and increase testing efficiency. - Establish metrics and KPIs (e.g., defect rates, cycle time, rework) to measure QA effectiveness and report results to leadership. Stakeholder & Cross-Functional Collaboration - Partner closely with Marketing, Product, Technology, Data, Compliance, and Governance teams to align on requirements and testing timelines. - Manage stakeholder review and approval workflows, ensuring governance protocols are followed consistently. - Serve as a trusted advisor, challenging assumptions constructively and influencing decisions through clear, data-driven insights. Platform & Data Oversight - Provide oversight for QA activities related to decisioning platforms such as Pega (or equivalent), including test data preparation and deployment readiness. - Ensure appropriate use of data, logic, and customer attributes to support accurate personalization. - Stay informed of platform enhancements, tool improvements, and industry QA best practices. Required Skills & Experience - Strong leadership and people management skills with the ability to mentor and develop analytical professionals. - Excellent written, verbal, and presentation skills, with the ability to communicate complex concepts clearly to diverse audiences. - Proven experience managing QA, testing, or analytics functions in a data-driven or digital communications environment. - Advanced proficiency in Microsoft Excel and PowerPoint; ability to synthesize insights and present results to senior stakeholders. - Strong organizational skills with the ability to manage multiple priorities in a fast-paced, Agile environment. - Experience with decisioning platforms (e.g., Pega) is preferred but not required. - Working knowledge of SQL and/or Python for data validation, analysis, or testing automation is highly desirable. - Experience in regulated industries (financial services, healthcare, insurance) or heavy compliance communications review. Education & Certifications - Bachelor's degree in Computer Science, Information Systems, Data Analytics, Mathematics, Statistics, or a related field preferred. - Equivalent professional experience may be considered in lieu of a formal degree. - QA, Agile, or data-related certifications (e.g., ISTQB, Scrum, Pega certifications) are a plus. Key Success Factors - Ability to balance attention to detail with strategic thinking. - Comfort questioning requirements and decisions while maintaining strong stakeholder relationships. - Demonstrated success improving quality outcomes through process discipline and innovation. - Strong ownership mindset with a focus on both customer experience and operational excellence. Hours & Work Schedule Hours per Week: 40 Schedule: Monday-Friday Hybrid: 4 days per week onsite, 1 day remote Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance. Equal Employment Opportunity Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a 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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability. Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Benefits We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. View Benefits Awards We've Received Glassdoor Best Place to Work in Consulting, Finance & Insurance Human Rights Campaign Corporate Equality Index 100 Award Newsweek America's Most Charitable Company The Banker's US Bank of the Year Dave Thomas Foundation's Best Adoption-Friendly Workplace Disability:IN Best Places to Work for Disability Inclusion

Enhance and execute the crisis management program, develop crisis plans and playbooks, coordinate crisis response activities, and facilitate leadership exercises to strengthen enterprise resilience and ensure effective incident management.

The Enterprise Technology & Security (ETS) Risk Senior Analyst leads the identification, assessment, and mitigation of technology-related risks, ensuring the organization's risk management practices are robust and effective. Serving as a key contributor within a first-line risk team, this role works directly with Risk Managers to execute control monitoring and testing that aligns with the bank's risk appetite framework, regulatory expectations, and industry standards. You will oversee end-to-end testing execution, apply advanced risk judgment, and mentor analysts to strengthen testing consistency and documentation quality. This role requires the ability to influence stakeholders through data-driven insights, proactively identify emerging risks, and drive continuous improvements in monitoring, analytics, and automation. This role requires strong professional judgment, high quality documentation, and timely communication to support a resilient control environment and informed risk decisions. The Senior Analyst applies deep knowledge of frameworks such as Cybersecurity Risk Institute (CRI) Profile, NIST 800-53, and NIST Cybersecurity Framework to assess risk and drive meaningful improvements in the bank's security and technology risk posture. Responsibilities - Lead planning and execution of control monitoring and testing across multiple complex technology and cybersecurity processes, ensuring adherence to methodology, timelines, and quality standards. - Independently perform and/or oversee control design and operating effectiveness testing; review workpapers and evidence for completeness, accuracy, and audit readiness. - Assess material controls and evaluate whether enhanced controls and remediation actions are effective to support issue validation and closure. - Ensure testing results are documented clearly and accurately in the system of record and supporting tools, producing audit-ready documentation suitable for QA, Internal Audit, and Regulatory review. - Proactively escalate significant control deficiencies, emerging risks, and delivery risks; drive follow-up with stakeholders to achieve timely resolution. - Lead issue validation testing to confirm remediation effectiveness and provide evidence-based recommendations to support issue closure. - Support and/or lead Risk and Control Self-Assessments (RCSAs), including creation and validation of process maps that reflect key processes, risks, and controls. - Lead identification and prioritization of opportunities to enhance testing through automation, data analytics, and improved key control metrics (KRIs/KCMs); partner with stakeholders to support implementation. - Strengthen continuous monitoring by refining metrics, improving coverage, and leveraging trend and anomaly analysis to increase risk signal and reduce noise. - Build and expand trusted relationships across business and technology stakeholders; influence outcomes through compelling, fact-based analysis and clear recommendations. - Mentor junior analysts on risk methodology, documentation standards, and analytical techniques. - Stay current on regulatory changes, emerging technology risks, and evolving industry frameworks. - Proactively pursue ongoing professional development, including relevant certifications, industry training, etc. to maintain current knowledge in a rapidly evolving field. Experience & Skills Required: - 5–7 years of progressive experience in IT risk management, information security, or internal audit. - Working knowledge of control frameworks including CRI Profile, NIST 800-53, NIST CSF, COBIT, and/or ITIL. - Experience conducting or supporting RCSAs, control testing, and risk assessments in a regulated environment. - Strong analytical and problem-solving skills with the ability to interpret complex data and translate findings into actionable recommendations. - Demonstrated ability to manage multiple concurrent priorities with minimal oversight. - Strong interpersonal and written communication skills; able to convey technical risk concepts to non-technical stakeholders. - Proficiency with GRC platforms (e.g., Archer), ITSM tools (e.g., ServiceNow, Jira), and security tools (e.g., Splunk, Qualys, DataDog, Wiz, and/or CyberArk). - Experience with cloud platforms such as AWS, Azure - Familiarity with reporting tools (Tableau, PowerBi) Preferred: - Experience in a regulated financial institution or banking environment. - Familiarity with cloud infrastructure risk, cyber recovery, or third-party risk management. - Prior experience responding to regulatory exams or supporting audit remediation. Education - Bachelor's degree in Information Technology, Cybersecurity, Business, or a related field required; Master's degree preferred. - One or more of the following certifications are preferred: - CISA (Certified Information Systems Auditor) - CRISC (Certified in Risk and Information Systems Control) - CISM (Certified Information Security Manager) - AWS Cloud Practitioner or Microsoft Azure Fundamentals Hours & Work Schedule - Hours per Week: 40 - Work Schedule: Monday-Friday - Hybrid: 4 days per week onsite, 1 day remote About Us Equal Employment Opportunity Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a 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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability. Equal Employment and Opportunity Employer Job Applicant Data Privacy Policy Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

As the Appraisal Analyst III, you will be a contributing member of the Collateral Risk Management Team. In this role you will make decisions on collateral as a function of Citizens' due diligence, as it pertains to risk exposure on residential real estate. You will perform moderately to highly complex internal real estate appraisal reviews for 1–4 family properties for compliance with corporate policy and secondary standards; such as Uniform Standards of Professional Appraisal Practice (USPAP), Fannie Mae, Freddie Mac, and HUD guidelines. This will include Owner or Tenant Occupied, Single Family, Condos, Cooperatives, Construction to Permanent, and PUD units with a loan amount of $0 - $3.5M. Primary responsibilities include - Analyzes the reasonableness of the appraisals to confirm eligibility for sale to Fannie Mae and Freddie Mac. Identify salability issues and work directly with the AMC/Staff Appraiser to cure. Ensure reported value is supported for financing purposes while evaluating report completion methodology. - Maintains daily and monthly goals set by Sr. Management. - Adheres to bank policies and procedures and complies with legal and regulatory requirements including appraisal industry’s concepts and practices. - Perform other responsibilities as directed by the team Leader or other Sr. Management. - Communicate with appraisal vendors to obtain clarification and additional supporting explanations and/or data as deemed necessary. - Report inconsistencies and irregularities on appraisals to the Manager to determine If an escalation is required. Qualifications, Education, Certifications and/or Other Professional Credentials - Required Qualifications - Certified or Certified General Appraisal License in active status and good standing - Expert pulling and applying applicable Fannie / Freddie guidelines - Working knowledge of Collateral Underwriter - Expert Organizational Skills - Preferred Qualifications - CMS - Empower - One Note Hours & Work Schedule - Hours per Week: 40 hours - Work Schedule: Mon - Friday 8am - 5pm About Us Equal Employment Opportunity Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a 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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability. Equal Employment and Opportunity Employer Job Applicant Data Privacy Policy Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

Title: Private Bank, CRE Portfolio Manager Location:New York City Boston United States Job Description: Description As the Private Bank, Commercial Real Estate (CRE) Portfolio Manager, you will be responsible for credit underwriting, monitoring, and portfolio management of new and existing relationships to ensure strong credit quality and achieve efficient internal processes to retain and expand customer relationships. Your responsibilities will include prudent underwriting and effective credit and risk administration with particular emphasis on financial analysis/modeling, risk evaluation, ongoing portfolio maintenance activities, regulatory compliance, and customer support. In this role, you will manage a portfolio of the most complex credits and will be expected to perform your role responsibilities with limited supervision and exhibit expert knowledge of your clients/credits when interacting with peers, relationship managers, your team leader, and senior managers across departments. Primary responsibilities include - Managing a portfolio of the most complex credits and will perform the functions of the position with only periodic oversight and is expected to perform with very limited supervisory intervention. Exhibit expert knowledge of clients/credits included in the CRE portfolio when interacting with peers, relationship manager, team leader, and senior managers across departments/work teams. - Effective credit underwriting, credit and risk administration with particular emphasis on adherence to credit policy and requirements, financial analysis/modeling, risk evaluation, ongoing portfolio maintenance activities, and as needed client support for an assigned portfolio. - Structuring, underwriting, and documenting new business, renewals and modifications as the credit expert within the first line of defense. - Oversee assigned portfolio of credits and anticipates portfolio problems and takes action to develop solutions, handle multiple demands and competing priorities. Meet deadlines and schedules associated with maintaining portfolio compliance with credit and risk policies. - Provide client management support for assigned portfolio. Regular level of direct client interaction and able to resolve the most complex issues related to credit monitoring and administration with client directly. Understand and stays abreast of industry and market information related to assigned markets and customers. Share insights and learnings with other RMs and PMs. Qualifications, Education, Certifications and/or Other Professional Credentials - Bachelor's Degree required - 3+ years of experience and exhibited competency in various aspects of commercial lending /portfolio management including financial analysis and credit structuring, understanding, and applying credit policy, and credit monitoring and risk administration practices. - Expected to have high level of credit and documentation experience. - Must be skilled in proposing and negotiating and recommending credit and covenant structures for approval. - Must demonstrate practical and conceptual knowledge of credit and risk analysis. - Strong communication (written and verbal), presentation, and problem-solving skills - Poses high attention to detail ensuring accuracy and completion Hours & Work Schedule - Hours per Week: 40 - Work Schedule: M-F (4 days required in office; 1 day work from home) - Location: Boston, MA (Boylston St) or NYC (Avenue of the Americas) Pay Transparency The salary range for this position is $100 - $125 per year plus an opportunity to earn an annual discretionary bonus. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience. We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens' paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits . Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance. Equal Employment Opportunity Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a 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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability. Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information. Benefits We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.