Job Description

Citizens Virtual Assistant

Pay Rate: $24.04

Be a part of one of the most exciting new delivery channels at Citizens. Transactions aren't at the heart of banking relationships are. You look customers in the eye and greet them through a virtual video session with a smile just like you would a friend or a neighbor. Whether you're processing transactions, giving advice and meeting customers needs, or collaborating with your branch team, you provide a memorable, meaningful experience to every customer, every day.

As a Citizens Virtual Assistant, you will be the first line of contact with our valued Citizens customer through a new delivery channel called Interactive Teller Machine. Our mission is to help customers reach their potential no matter where they are on their journey and in this role, you will represent Citizens with a friendly, memorable, and productive customer experience. With a re-imagined banking experience, the Citizens Virtual Assistant will help to educate customers on digital and self-service opportunities, while identifying needs and making appropriate referrals. You will process a variety of routine financial transactions including cashing checks, withdrawals, facilitating deposits, and overseeing credit card and loan payments. The role processes account service and maintenance request and delivers value-add service to account holders like new account opening and lending advice in compliance with our bank policies, guidelines, and procedures to effectively manage risk.

What you'll do

Ensure our customers are extremely satisfied with every interaction:

• Be the face of Citizens, be professional, friendly and helpful with every interaction
• Effectively communicate via video and chat technology
• Respond to a variety of incoming customers interactions with a passion to deliver high quality solutions for our customers
• Perform routine teller transactions and maintenance requests
• Educate customers on the convenient banking options that Citizens offers; online banking, mobile banking, ATM/ITMs, etc.
• Provide a memorable, meaningful experience to every customer

Operational Excellence:

• Ensure strong operational and transactional accuracy while adhering to bank policies, procedures, and regulatory requirements
• Maintain composure and professionalism while navigating complex or challenging customer interactions and completing required documentation accurately and efficiently
• Demonstrate flexibility and adaptability in support of changing customer and business needs
• Spanish certification test administered during onboarding period - must pass

Drives sales through service:

• Work closely with new and existing customers to understand their financial needs and deepen relationships
• Provide recommendations and assist customers with a wide array of financial solutions to satisfy their spending, saving, borrowing and investing needs
• Make referrals to appropriate business lines for new products / services

Be a productive and engaged member of a dynamic team:

• Bring positive energy and confidence to the team by actively engaging in meaningful conversations, team meetings, and huddles.
• Comply with all financial policies and procedures, state and local laws and regulations
• Foster strong and effective partnerships
• Take advantage of training and coaching to grow with Citizens in other exciting roles

What you'll get

Meaningful work & relationships You'll help customers with important financial decisions that impact their lives like building a business, buying a house, paying for school or helping them realize their long-term financial goals. Colleagues and leadership listen to your ideas and feedback. Commitment to community You'll flourish in a diverse, friendly and supportive workplace that lets you give back to the community through volunteering and donating to causes that are important to you Recognition & reward You'll see your hard work rewarded with promotion, growth and new opportunities Training & development You'll grow your career through training, coaching, career planning and development that will enable you to branch off in any direction your talents and interests take you Exceptional benefits You'll have access to medical and dental insurance, a 401K with corporate match, tuition assistance and discounts on student loan refinancing. You'll also get a discount on thousands of gyms, studios and fitness centers.

Qualifications - Internal

• High School degree or GED required
• Prior banking experience, processing teller transactions and recommending and referring products and services to customers
• Positive and customer focused mindset
• Strong listening and highly effective communication skills; ability to showcase these skills across video
• Proficient in asking questions and identifying needs to enhance the customer relationship
• Ability to problem solve and provide solutions to customer issues
• Strong computer skills and comfortable using digital technology to support the delivery of business goals
• Ability to foster relationships with teammates and partners through collaboration
• Energetic, organized, detail-oriented and ability to multitask effectively and in a timely manner
• Ability to work hours, which can include weekends, evenings, and holidays (excluding Thanksgiving Day and Christmas Day)

Hours & Work Schedule

Hours per Week: 40

Work Schedule: Monday, Friday and Saturday required

5 days on-site

Required Skills

• Branch Banking Operations
• Communicating Effectively
• Customer Empowerment
• Customer Experience Management
• Customer Service
• Customer Service Philosophy
• Customer Support Trends
• Customer-Centricity
• Detail Attentive
• Diversity, Equity, Inclusion, and Belonging (DEIB)
• Issue Resolution/Escalation
• Know Your Customer (KYC) Policy
• Mobile and Online Banking
• Operational Excellence
• Personal Initiative
• Problem-Solving
• Process-Oriented
• Product Knowledge
• Regulatory Compliance
• Service Excellence
• Solution Selling/Sales

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

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Job Info

• Job Identification 49647
• Job Category Advisory & Relationship Management
• Degree Level High School Graduate/GED
• Job Schedule Full time
• Job Shift 1st
• Locations 444 Liberty Ave, Pittsburgh, PA, 15222, US
• Working Hours 40
• Career Site Category Customer Service and Call Center

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