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 training to their portfolio of clients as they onboard new cash 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. In addition, they will support the implementation of solutions that will ultimately improve SLAs, decrease operational effort, and increase the overall client experience.Qualifications
- 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 and Work Schedule
Hours per Week: 40
Work Schedule: 11:30am to 8:00pm EST
#LI-Sourcer3 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 Bank to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Employment and Opportunity Employer/Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries.