Inside Citizens Contact Center: Colleague Spotlights

Curious about what it's like to work in our Contact Centers?

Hear directly from colleagues across roles as they share their insights on growth, innovation, leadership and the collaborative culture that powers Citizens. Whether you're just starting out or ready to lead, their experiences offer a real look into what sets our Contact Center apart.

How has leadership supported your personal and professional growth?

Ashley: “I would not be in the position I am without strong leaders mentoring me, giving me the confidence to take leaps. Leadership here understands work-life balance and that’s been life-changing.”

David: “I have truly never witnessed such an incredible professional atmosphere before coming to Citizens. Managers and colleagues alike are invested in your growth and have created a nurturing environment second to none.”

Godfrey: “Professionally, it pushes me to grow, take initiative, and feel confident knowing leadership is invested in my development. Personally, it gives me balance and peace of mind.”

How has innovation shown up in your experience within the Contact Center?

Ashley: “Our IGNITE program lets colleagues submit ideas to improve systems and processes — it’s innovation by the people, for the people.”

David: “There is a great emphasis placed on innovation. In the past three years, system upgrades have improved customer satisfaction and workflow.”

Godfrey: “When OKTA (an employee login and authorization platform) was implemented, it allowed us to serve customers faster and more securely. Innovation here empowers both service and efficiency.”

Tell us about a time a partner helped you support a customer?

Ashley: “A customer needed urgent access to funds. Our fraud department expedited the review, helping ensure she could buy medicine and food. It reminded me that everyone here wants to help, even if they’re not customer-facing.”

David: “Within the Escalation Team, I rely on cross-product collaboration daily. Teamwork and understanding turn any challenge into a solution.”

Godfrey: “A complex case involved both checking and loan accounts. Partnering with a lending teammate allowed us to resolve it in one call and gave me a deeper understanding of cross-team problem solving.”

How would you describe the Contact Center in three words?

Ashley: “Collaborative. Forward-thinking. Passionate. Everyone here works toward one goal: creating a great customer experience.”

David: “Collaborative. Empowering. Accepting.”

Godfrey: “Supportive. Driven. Collaborative. Support shows up every day. Whether I’m learning something new or just having a rough moment, someone always has my back.”

How have you grown professionally at Citizens?

Ashley: “The mentorship I've received at Citizens has helped me grow my skills, believe in myself, and take meaningful steps forward in my career."

David: “The options for upskilling are vast. I experienced career growth early in my journey, hard work never goes unnoticed.”

Godfrey: “I was encouraged to join a Citizens Talent Matters training, which built my confidence and communication skills. It showed me I’m on a path to real opportunity.”

A review that says it all

⭐⭐⭐⭐⭐

A workplace that feels like winning the lottery

"The leadership is top notch. Imagine managers who not only know your name, but also genuinely care about your growth...Support? They provide it. And, appreciation for your hard work? Oh, they deliver..."

...if you're looking for a role where you feel valued, supported, and occasionally encouraged to crush it in the office trivia battles, this is the place."

- Anonymous Contact Center Representative via Glassdoor

Bring your story to life in our Contact Center

Learn what it's like to build a career in the Citizens Contact Centers, and see how you can grow with us.