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We're Hiring Contact Center Colleagues

Help customers, grow your career - join our Contact Center team today!

At Citizens, our customers are at the center of all we do. Our phone and chat teams support multiple customer segments such as personal banking, business banking, wealth management, deposits, lending, credit cards, and more. Some teams take specialized calls such as complaint handling and branch support. Customers have questions ranging from “How does my account work?” to “This transaction is fraudulent.” to “I’m having a problem with your website." We're available 24/7 for our customers, and schedules vary by role to offer nighttime, weekend and weekday opportunities.

Our Contact Center colleagues play a critical role in delivering exceptional service to help them navigate their financial needs with ease.

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Skills to succeed

We’re looking for candidates who thrive in a fast-paced, customer-focused environment. Our best colleagues tend to have: 

  • Strong verbal communication and problem-solving skills
  • Computer proficiency and ability to navigate multiple systems
  • A positive and customer-first mindset
  • Experience in customer-facing roles with strong performance
  • Excellent multi-tasking skills

Check out our open jobs to view the full list of qualifications.

Support for the whole you

We invest in supporting well-being across all dimensions of our colleagues’ lives as an essential cornerstone of our commitment to you.

  • Career Growth - Career planning and development programs to grow within Citizens
  • Community Commitment - 4 hours of paid volunteer time annually and up to $1,000 in donation matching
  • Comprehensive Benefits - Medical, dental and vision coverage, a 401(k) with company match and tuition assistance 
  • Recognition & Rewards - Be celebrated for your contributions through our Credo Awards program

Working smarter, not harder

We’re embracing ways Generative AI can help us work more efficiently. Gone are the days of using keywords to manually search an information database to find direction to help with customer questions. Our Contact Center Knowledge Management tool, Sage, was built in-house, from scratch. Colleagues use the GenAI powered Sage to spend less time searching for documents, and more time addressing and resolving customer issues. The learning curve for our newest colleagues has been shortened, and resolving issues takes less time, with colleague and customer satisfaction on the rise.

ALT TEXT

“We seek to be customers ourselves and make decisions that put them first. We spend time understanding customer feedback, working to simplify process, and exhibit empathy and advocacy whenever we can.”

Karen Swiatocha, Head of Citizens Contact Center and Retail Transformation

Our Contact Center locations

Johnston Campus | Johnston, RI

Our Campus is home to over 3,000 Citizens colleagues together under one roof. 

Amenities - Athletic fields, bank branch, coffee bar, fitness center, free parking, full-service cafeteria with 6 food stations, and self-service options, outdoor patio with fire pit, walk-in health clinic with on-side nurse practitioner, walking trails, technology bar and more.

Gateway Center | Pittsburgh, PA

In the heart of downtown Pittsburgh, 500 colleagues across the Contact Center, Operations, Fraud & Claims, and more join together at the Gateway Center to go above and beyond for our customers. Our space encourages collaboration and comes with views of Heinz Field and Point State Park.

Amenities - Coaching and training rooms, coffee shop, fitness center, peace room, wellness room, on-site parking garage, close to public transit

Step inside the role  

Some Contact Center roles require a self-guided Virtual Job Tryout after submitting your application. If a role requires this step, it will be listed on the job description in the “Required” or "Qualifications" section. Qualified candidates will move on to speak directly with a hiring manager.  Click here to learn more about what to expect, and how to best prepare. 

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