Manager - Virtual Assistant Team

Description

At Citizens, we’re more than a bank. Getting to know our customers and their needs is what sets us apart. The Citizens Manager -  Virtual Assistant,  manages the day-to-day activities of a team comprised of colleagues who meet with customers from our centralized call center via live video. Your responsibilities will include fostering a customer focused environment by motivating and empowering your team and developing ongoing relationships with managers of key areas to ensure quality service is being delivered to our customers, including the accuracy of teller and servicing transactions completed. You will lead the members of the team to execute on the core priorities of the retail branch network and coach and deliver team learning and development daily, ensuring the team members are experts on all Citizens products and services. You will be responsible for relaying Citizens’ vision into action for the team and will achieve this by displaying a sense of optimism, rewards, and celebrating success. Most importantly, you’ll feel valued for who you are and supported to achieve what’s important to you, personally and professionally!

Primary responsibilities include

• Creates/coaches to a customer focused environment that motivates and empowers teams to deliver high quality customer service and sales to increase customer satisfaction and enhance customer relationships. Rewards and celebrates success.
• Displays a sense of optimism about their ability and their team’s ability to achieve results.
• Assists with identifying training needs and delivering appropriate training to staff.
• Responsible for the professional development of a team of senior level agents.
• Ensure agents recognize appropriate sales opportunities during problem resolution. Ensures through in person observation and video observation that team is adhering to Citizens dress code policies and appropriate quality on camera interactions.
• Makes hiring decisions, writes and completes performance reviews, and reward and recognition of employees under supervision.
• Researches and assists in resolving complex customer issues.
• Researches and resolves routine operational issues. Develop policies and procedures.
• Provide individual and team support for special projects. Uses insights into customer needs to recommend solutions to business problems.
• Analyzes and prepares reports for management on team goal achievement, workflow, productivity and performance.
• Systematically views options and thinks quickly to resolve issues.
• Responsible for developing ongoing relationships with managers of key areas to ensure quality service is being delivered to our customers.
• Responsible for relaying banks vision into action for team.

Qualifications, Education, Certifications and/or Other Professional Credentials

Minimum Required:  

1-3 years of people leadership experience with demonstrated Coaching Skills. 

1-3  years – branch operations including teller line

High School Diploma or Equivalent required

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 9-5:30 Tue-Saturday 
• 100% in office requirement

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens), provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability, or history or record of a disability, ethnicity, gender, gender identity or expression, transgendered and transitioning individuals, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.