Job Description

Citizens Virtual Assistant Manager

At Citizens, we're more than a bank. Getting to know our customers and their needs is what sets us apart. The Citizens Virtual Assistant Manager manages the day-to-day activities of a team comprised of colleagues who meet with customers remotely from our centralized call center via live video. Your responsibilities will include fostering a customer focused environment by motivating and empowering your team and developing ongoing relationships with managers of key areas to ensure quality service is being delivered to our customers, including the accuracy of teller and servicing transactions completed. You will lead the members of the team to execute on the core priorities of the retail branch network and coach and deliver team learning and development daily, ensuring the team members are experts on all Citizens products and services.

You will be responsible for relaying Citizens' vision into action for the team and will achieve this by displaying a sense of optimism, rewards, and celebrating success. Most importantly, you'll feel valued for who you are and supported to achieve what's important to you, personally and professionally!

Primary responsibilities include:

• Creates/coaches to a customer focused environment that motivates and empowers teams to deliver high quality customer service and sales to increase customer satisfaction and enhance customer relationships. Rewards and celebrates success.
• Displays a sense of optimism about their ability and their team's ability to achieve results.
• Assists with identifying training needs and delivering appropriate training to staff.
• Responsible for the professional development of a team of senior level agents.
• Ensure agents recognize appropriate sales opportunities during problem resolution.
• Ensures through in person observation and video observation that team is adhering to Citizens' dress code policies and appropriate quality on camera interactions.
• Makes hiring decisions, writes and completes performance reviews, and reward and recognition of employees under supervision.
• Researches and assists in resolving complex customer issues.
• Researches and resolves routine operational issues.
• Develop policies and procedures.
• Provide individual and team support for special projects.
• Uses insights into customer needs to recommend solutions to business problems.
• Analyzes and prepares reports for management on team goal achievement, workflow, productivity and performance.
• Systematically views options and thinks quickly to resolve issues.
• Developing ongoing relationships with managers of key areas to ensure quality service is being delivered to our customers.
• Relaying banks vision into action for team.

Qualifications, Education, Certifications and/or Other Professional Credentials:

Minimum Required:

1-3 years of people leadership experience with demonstrated Coaching Skills.

1-3 years branch operations including teller line

High School Diploma or Equivalent required

Hours & Work Schedule:

• Hours per Week: 40
• Work Schedule: Within 8:30-5:30 Monday - Friday w/rotating occasional Saturday
• 100% in office requirement

Required Skills:

• Branch Banking Operations
• Communicating Effectively
• Confidence
• Conflict Resolution
• Curiosity
• Customer Engagement
• Customer Experience Management
• Customer Service
• Customer-Centricity
• Developing Others
• Fostering Inclusion
• Issue Resolution/Escalation
• Know Your Customer (KYC) Policy
• Mobile and Online Banking
• Motivating Others
• Operational Excellence
• Persistence and Tenacity
• Product Knowledge
• Quality Assurance (QA)
• SLA Management
• Service Excellence
• Service Request Management
• Team Well-Being
• Training Others
• Valuing Diversity and Inclusion

About Us:

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.

Job Applicant Data Privacy Policy

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.

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