Client Priority Services Specialist

Description

In this role you will processes orders, prepares correspondence, and fulfill customer needs to ensure customer satisfaction.

Primary responsibilities include

The Commercial Priority Services (CPS) Specialist is responsible for ensuring best in class customer service experience for a designated portfolio of Commercial Banking clients. The CPS Specialist is responsible for owning and resolving all client inquiries, by developing a deep understanding of Commercial products and systems while building a trusted network across various departments, including Sales, Product, Relationship Managers, Client Services, and Operations. The CPS Specialist is also responsible for providing Treasury Solution application training to their portfolio of clients as they onboard new cash and credit card management products.

The CPS Specialist will focus on establishing and fostering relationships with their assigned portfolio, including meeting on a regular basis with Relationship Managers, Clients, and other key business partners to discuss existing services, streamlining operational processes, and resolving urgent needs. Assigned client portfolios can be large and complex with very high expectations for their service delivery.

The CPS Specialist will perform root cause analysis to identify potential solutions and process improvement opportunities for recurring service issues. Inquiries will be sent via email, chat and phone. CPS Specialist are required to be on a phone/chat schedule min. 4 hours a day. In addition, they will support the implementation of solutions that will ultimately improve SLAs, decrease operational effort, and increase the overall client experience.

The CPS Specialist will also be responsible for helping to support colleague's portfolio when needed.

Qualifications, Education, Certifications and/or Other Professional Credentials

• 2 years Customer Service experience with a background in high touch client service

• Experience in the Financial Services Industry, previous Commercial cash management and loan experience preferred

• Excellent written and verbal communication skills

• Ability to build and maintain strong business relationships

• Ability to work in a fast-paced environment while maintaining a high degree of accuracy

• Ability to work independently and manage competing priorities

• Works effectively in ambiguous situations

• Adapts well to new and changing processes

• Intellectually curious

• High School Diploma or Equivalent, Bachelor's Degree preferred

Hours & Work Schedule

• Full time

• Work Schedule: 8:30-5:00

• Hybrid 3 days on-site, 2 days 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

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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

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

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.

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Awards We've Received

FORTUNE's World's Most Admired Companies

Human Rights Campaign Corporate Equality Index 100 Award

Military Friendly Employer

Age-Friendly Institute's Certified Age-Friendly Employer

Bloomberg Gender Equality Index, Standout

Dave Thomas Foundation's Best Adoption-Friendly Workplace

DiversityInc

Top Regional Company for Diversity

Forbes America's Best Large Employers

National Organization on Disability's Leading Disability Employer