Banking Call Center / Operations Specialist

JOB DESCRIPTION

Commercial Operations Specialist – Treasury Solutions

Location: Johnston, RI
Work Location: One Citizens Bank Way, Johnston, RI, 02919
Work Arrangement: 100% Onsite – 5 Days in Office
Pay Rate: $24.17/hr W2
Duration: 6 Months
Schedule: Monday–Friday
Hours: 10:30 AM–7:00 PM after training; hours may change based on business needs
Training Location: Johnston, RI

Job Summary

As a successful member of Commercial Operations, you will meet and exceed department service and quality standards while maintaining consistent communication with external customers and colleagues.

The Specialist will perform root cause analysis to identify potential solutions and process improvement opportunities for recurring service issues. The role will also support the implementation of solutions designed to improve service levels, reduce operational effort, and enhance the overall client experience.

Responsibilities

• Serve Cash Management, ACH, and Commercial Card customers through telephone, chat, and email.
• Research and educate clients on products and services offered.
• Independently support internal and external customers with a wide variety of Commercial Card, ACH, and Cash Management products, services, and technical issues.
• Diagnose, prioritize, resolve, and/or escalate technical, system, or procedural issues.
• Partner with operational support teams to research and reconcile client issues while working to prevent future occurrences.
• Perform root cause analysis and identify recurring service issues and process improvement opportunities.
• Proactively advise management of potential problems or obstacles that may impact service standards.
• Maintain consistent service and quality standards while meeting daily productivity goals.
• Manage multiple customer requests and priorities in a fast-paced environment.

Qualifications

• 5+ years of customer service and call center experience; banking experience preferred.
• Excellent verbal and written communication skills.
• Strong telephone communication and active listening skills.
• Ability to prioritize and manage daily workload effectively.
• Ability to multitask and work independently in a fast-paced environment.
• Strong computer proficiency and technical aptitude.
• Self-motivated with a strong desire to succeed.
• Advanced problem-solving and analytical skills.
• Ability to recognize trends and identify potential solutions.
• Strong attention to detail and independent judgment.
• Ability to negotiate and work through difficult customer situations.
• Goal-oriented with the ability to meet productivity and business objectives.

Education

• High School Diploma/GED required.
• Bachelor’s degree preferred.

Work Schedule

Monday–Friday, 10:30 AM–7:00 PM after training

Hours may be subject to change based on business needs.

Important: This is a fully onsite position. Candidates must be available to work 5 days per week in the Johnston, RI office.