Job Description

Description

The Commercial Priority Services (CPS) Senior Specialist is responsible for ensuring best in class customer service experience for a designated portfolio of Commercial Banking clients. The CPS Senior Specialists also acts as the point of escalation in the event the CPS manager is unavailable or out of the office.

The CPS Senior Specialist assists the team with general questions, monitors the CPS & CS Priority inboxes, ensuring specialists complete requests in a timely manner and conducts any client outreach as needed. They are 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 Senior Specialist is also responsible for providing training to their portfolio of clients as they onboard new commercial cash management products, as well as creating and executing new hire training. They should also assist with Auxiliary (exception) wires, technology cases and AccessOptima issues as needed, to drive resolution.

The CPS Senior 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 Senior Specialist will perform root cause analysis to identify potential solutions and process improvement opportunities for recurring service issues. In addition, they will support the implementation of solutions that will ultimately improve SLAs, decrease operational effort, and increase the overall client experience.

The Commercial Priority Services (CPS) Senior Specialist is responsible for ensuring best in class customer service experience for a designated portfolio of Commercial Banking clients. The CPS Senior Specialists also acts as the point of escalation in the event the CPS manager is unavailable or out of the office.

The CPS Senior Specialist assists the team with general questions, monitors the CPS & CS Priority inboxes, ensuring specialists complete requests in a timely manner and conducts any client outreach as needed. They are 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 Senior Specialist is also responsible for providing training to their portfolio of clients as they onboard new commercial cash management products, as well as creating and executing new hire training. They should also assist with Auxiliary (exception) wires, technology cases and AccessOptima issues as needed, to drive resolution.

The CPS Senior 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 Senior Specialist will perform root cause analysis to identify potential solutions and process improvement opportunities for recurring service issues. In addition, they will support the implementation of solutions that will ultimately improve SLAs, decrease operational effort, and increase the overall client experience.

Qualifications

* High School Diploma or Equivalent, Bachelors Degree preferred
* 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

Hours and Work Schedule

Hours per Week: 40

Work Schedule: 8:30am to 5:00pm EST

Why Work for Us

At 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.

Equal Employment Opportunity

It is the policy of Citizens to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, colleague or a dependents reproductive health decision making, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, genetic characteristic, citizenship, veteran or military status, marital or domestic partner status, family status/parenthood, victim of domestic violence, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

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