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Branch Support Senior Specialist

Location Johnston, Rhode Island Job ID/ Req. Number193687 Category Operations Full/Part Time F Shift 1st Shift


The Branch Support Senior Specialist is responsible for responding to diverse incoming colleague requests at all levels of the multi-state network regarding bank policy and procedures, branch operations, system navigation, account servicing and maintenance, research and adjustments, consumer and business loans, electronic banking as well as assistance with various bank programs. As a Branch Support Senior Specialist, you’re expected to exceed the colleague experience by providing world class service and solutions. You’re also expected to have an exemplary understanding of end to end processes and thorough product knowledge with the ability to resolve routine colleague inquiries and maintenance requests in an accurate and efficient manner.
Primary responsibilities include:
  • Providing superior customer service and solutions in an efficient manner and timeframe
  • Maintaining knowledge of policies, procedure, products and services
  • Processing transactions both accurately and thoroughly
  • Retaining ownership of colleague issues to satisfactory completion and knows when to escalate when appropriate
  • Utilizing all resources available including CLIK2 and Citizens Intranet to guide colleague to appropriate resolution
  • Participating in ongoing training to ensure awareness of changes in products and services
  • Achieving set business line goals
  • Adhering to set schedule/flexibility of schedule
  • Serving as a mentor to new hires in the group


  • 1+ years customer service experience required
  • World class customer service skills
  • Strong knowledge of business processes, products and services
  • Solid time management skills; goal driven with the desire to exceed quality and productivity goals
  • Solid verbal/written/interpersonal communication skills
  • Strong listening and problem solving skills
  • Self starter; able to work with minimal supervision
  • Team player with strong coaching/mentoring abilities
  • Ability to learn new concepts quickly
  • Strong computer skills
Preferred Skills/Experience:

1 + years Universal Banker and/or Teller experience

Hours and Work Schedule

Hours: 40

Work Schedule: 

8:30am-5:30pm Monday, Tuesday, Thursday, Friday

10:00am-3:30pm Sunday

OFF: Wednesday and Saturday

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.