DescriptionIn this role you will processes orders, prepares correspondence, and fulfill customer needs to ensure customer satisfaction.Primary responsibilities includeThe 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 OpportunityAt 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 EmployerCitizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.Why Work for UsAt 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
