Hiring in the following states
Arizona,California,Colorado ,Connecticut,Delaware,Florida,
Illinois,Indiana,Massachusetts,Michigan,Minnesota,Nevada,New Jersey,North Carolina,Rhode Island,Tennessee,Texas,Virginia,Washington,
Life at Citizens is an opportunity to make an impact that enhances the success of our company, customers, and communities. When you join us, you’ll enjoy innovation and teamwork, resources to pursue your own unique professional path, a legacy of meaningful community involvement, and comprehensive benefits that support your whole self.
Contact Center Chat Specialist(Remote)
This position is not available in Colorado, Hawaii, Alaska & Montana.
Description Are you friendly, helpful, positive-minded, and enjoy learning? Are you interested in joining a team of professionals that delivers world-class customer service? Our Chat Specialist role may be the right career choice for you. At Citizens Bank, we consider our colleagues to be our greatest asset. This is why we go to great lengths to foster an engaged workforce in our Contact Center teams. Bring your skills and expertise to our team. Our Contact Center colleagues have the support and training needed to grow their careers and make a lasting impact. What you can expect in this role: • Field a variety of incoming customer inquiries via instant messaging and the use of online chat. Deliver high-quality solutions for our customers. • Opportunities to help customers bank better by recommending products and services that meet their banking needs • Gain deeper knowledge and understanding of the banking industry to handle customer inquiries with increasing complexity • Satisfaction and pride in producing high-quality work • A work culture that believes in the power of working together and supporting the unique needs and career aspirations of each individual • Comprehensive training that will draw on your previous experiences and challenge you to grow • Observations of your recorded interactions to support coaching, development, and performance. What we offer: • Exceptional benefits such as medical, dental, and generous Paid Time Off policy • Career opportunities to develop your own potential, learn new skills, grow into new roles • Access to 401(k) with corporate match and Employee Stock Purchase Program • Access to exclusive colleague offers on Citizens Bank products and services.
Primary responsibilities will include investigating and resolving ER issues, gathering, and analyzing evidence, applying relevant laws, policies, and past practices to reach conclusions and make recommendations.
To be successful in this role, you must be direct yet diplomatic, curious, willing to ask tough questions, can develop details while also seeing the big picture, and enjoy helping people solve problems.
Additional responsibilities will include:
Developing and maintaining good employee relations and ensuring the equitable application of organization policies and procedures.
Interpreting and applying an understanding of Citizens’ policy, employment law, and other regulations to provide immediate advice, guidance, or clarification for ER inquiries.
Using metrics to understand and communicate business issues that confront managers and colleagues in your assigned business areas and identifying new or emerging trends that may affect individual or team performance.
Providing consultation, guidance, and coaching to colleagues, managers, and HRBPs to address colleague behavior and performance concerns, assisting with the development and delivery of appropriate feedback or corrective/disciplinary actions.
Maintaining required documentation within the case management system, including intake and investigative notes, supporting documents and final reports.
Exercising judgment and independent decision making as appropriate; works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
Working with a cross-functional team that may include ER Managers, HR Shared Services, Employment Law, HRBPs, Corporate Security, and the Conduct Officer.
Qualifications
Required Skills/Experience:
5-7 years of HR experience with at least 2 years of direct employee relations responsibility
Experience interpreting and applying employment law and government regulations
Demonstrated knowledge and competencies required in customer orientation, decisiveness and judgment, conflict management, information seeking, and problem-solving
Superb written and oral communication skills
Demonstrated experience executing independently with minimal supervision, prioritizing work assignments
Experience with employee interaction with the exempt and non-exempt workforce
Ability to maintain confidential information
Education, Certification, and/or Other Professional Credentials:
Bachelor’s degree preferred
PHR/SPHR desired
Description
The Sales Assistant is responsible for completing various tasks which creates efficiencies for the sales team and managers. The assistant ensures new loans meet quality standards and follow up with customers to collect appraisal fees. The sales assistant must be equipped to handle general customer objections and answer basic questions. This role is responsible to move loans from the initial application phase into operations where the loan will be fulfilled. The position will also handle a number of administrative tasks so of which help support the time-sensitive needs of the management staff. As new processes are created throughout the division, the sales assistant reviews the policy and determines the appropriate way to implement the policy to our team.
Qualifications
• BA /BS degree preferred
• 1 year of sales experience in financial services preferred
• Ability to work independently and successfully in a team environment
• Experience working in a call center environment
• Superior organization and time management skills
• Demonstrated ability to handle multiple tasks efficiently in a fast environment
• Effective written and verbal communication skills essential
• Capable of delivering results within a specified timeframe
• Proficient PC skills, including MS Office experience
• Successful candidate must meet and comply with all requirements set forth in the SAFE Act, including, but not limited to successful completion of the required background checks and obtaining a Unique Identifier from the NMLS
Description
Are you a social media and digital expert who understands the power of effective communication? Do you have a passion for partnering with other creative multi-disciplined communications and marketing professionals? Would you enjoy developing and executing social media strategies that strengthen corporate reputation internally and externally? In this role, the Social Media Manager will support the development and execution of our enterprise-wide social media strategy to enhance our reputation with internal and external audiences. Reporting to the Social Media Director, this role works closely with peers throughout the company including various business areas and marketing teams to align goals, ensure cohesion and drive integration. The ideal candidate will bring social media and digital expertise and experience to the organization and will thrive in a fast-paced environment.
Key responsibilities include:
• Oversee day to day operations of the execution of social media content across multiple platforms to ensure strong coordination, improved awareness, and experience
• Support the oversight of multiple editorial calendars to ensure enterprise alignment with an eye for identifying stories and curating content
• Manage Social Care escalations related to specific owned strategies and provide support at critical points in time, some nights and weekends may be required
• Develop and manage social media strategies and tactics related to CSR, Corp. Affairs, DE&I, and other related topics
• Execute effective social media strategies to strengthen the brand
• Collaborate with cross-functional internal and external partners to align integrated campaigns and initiatives
• Keep the team on top of best practices and emerging trends that improve customer experiences to positively impact business outcomes
• Develop and nurture key partnerships across the organization to influence at multiple levels
• Leverage analytics to gain customer and channel insights and optimize social media strategies
• Responsible for budget and spend management within social media distribution platform
Qualifications
Qualifications: • 7+ years of communications and/or marketing experience • 5+ years of social media and digital experience • Knowledge of and/or experience using social media management systems like Sprinklr, Spredfast, Salesforce or HootSuite • Social media enthusiast and independent user of multiple social platforms (Facebook/Facebook Stories, Twitter, Instagram/Instagram Stories, Pinterest, Linked In, YouTube, etc.). • Ability to work in a fast-paced environment while coaching others, successfully managing multiple programs at any given time • High attention to detail, especially with regards to grammar, voice, and tone. • Strong verbal, writing, and presentation skills; able to interact and influence at an executive level • Self-starter, with the ability to think on feet and show excellent judgment. • Demonstrated knowledge of the digital content distribution landscape • Paid social media distribution awareness • Strategic mindset and approach, ability to see the big picture • Ability to work in a fast-paced environment with competing priorities, successfully manage multiple projects at once, and ability to work well under pressure • Vendor/agency management experience • Must have excellent interpersonal and communicative skills, as well as demonstrate sound leadership and decision-making ability • Be proactive, reliable, responsible, and accurate with attention to detail. • Experience working in a regulated space a plus.
This position is not available in Colorado
As a successful member of our Underwriting team, you will be responsible for underwriting complete product offerings including automated and manual portfolio, Jumbo, FHA, VA, Bond Agency, and Construction-to-Perm loans. In addition, you will underwrite pre-underwritten conventional first mortgages prepared by a Junior Underwriter and will utilize your knowledge and experience to serve as an advisor for junior members of the department.
Some additional responsibilities include ensuring material information captured in the automated underwriting system is accurate at the time of review proactively suggesting program alternatives for customers who do not qualify for terms initially submitted demonstrating sound judgment in the analysis of required documentation while mitigating organization risk through appropriate decision making.
You will be asked to meet or exceed productivity levels established by Management and credit quality standards set forth by Citizens while responding timely to quality control and audit reviews when requested. This role will assist the Group Team Manager, when necessary.
Responsibilities
5 or more years underwriting conventional and government loans
Experience using Automated Underwriting Systems
Self-directed with excellent time management skills
Experienced as Delegated Underwriter with all approved MI companies
Ability to analyze and evaluate sophisticated income documentation
Outstanding written and verbal communication skills
Desire to work in a production environment
Proficiency in Word and Excel
Qualifications
BA/BS degree preferred or equivalent experience in underwriting/mortgage banking preferred
Direct Endorsement Certification preferred
VA LAPP approval preferred
Benefits
We offer competitive pay, comprehensive medical, dental, and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs, and more.
position can be filled in Riverside, RI, Irving, TX, Glen Allen, VA, Franklin, TN or remote/work at home if not near office location.
Description
As part of the Consumer Banking Mortgage Quality Control Department, the primary function of this position is to ensure Home Mortgage Retail and Third Party Originated loans are in compliance with all applicable secondary market, private, and government loan programs.
Primary responsibilities include:
- Audit the credit, some compliance, and the closing documents of closed loans to ensure they are compliant and accurate - Remain updated and knowledgeable regarding all compliance changes as well as policy changes - Re-underwrite and review all underwriting decisions for the monthly QC selection of loans to ensure that all guidelines on mortgage products are being met by HM mortgage production staff - Determine if all AUS conditions were input correctly and conditions were satisfied. Review each appraisal for soundness and determine if review appraisal is warranted - Review all legal documents to ensure accuracy, as appropriate - Assist in the performance of periodic targeted assurance reviews and perform other credit and quality control duties as maybe assigned
Qualifications
Required Skills/Experience:
5-7 years underwriting experience with in-depth knowledge of FNMA/DU & FHLMC/LP
Experience with Third Party Originated loans preferred
Knowledge of FHA, VA, USDA, and state agency guidelines required
Sound knowledge of the consumer mortgage lending process and workflow through post-closing
Sound knowledge of secondary, private investor, and government mortgage loan programs
PC skills including proficiency in all Microsoft Office programs including MS Word, Excel, Outlook, and database
applications
Strong oral and written communication skills with solid organizational, interpersonal, analytical, and problem-solving skills
Must be detailed oriented and maintain accuracy
Ability to manage change and take on new tasks as required
Ability to work under minimum supervision
Must be production-oriented to meet department productivity goals and deadlines.
Description
Responsible for underwriting the basic product offerings for the business unit. For unsecured/home equity underwriting this includes the suite of unsecured products as well as the less complex home equity applications.
Ensure material information captured in the application is accurate at the time of review
Proactively suggest program alternatives within their product capabilities for customers who do not qualify for terms initially submitted or escalate for further review by a more senior underwriter.
Demonstrate sound judgment in the analysis of required documentation while mitigating organization risk through appropriate decision making
Meet or exceed productivity levels established by Management and credit quality standards set forth by Citizens Bank, while responding timely to quality control and audit reviews when requested
Knowledge of all income sources, including the ability to interpret income tax returns
Basic knowledge of all legal, compliance, and regulatory requirements for the product set
Provide exceptional customer service in all written and verbal communications to both internal and external customers
QUALIFICATIONS
Qualifications
2 years of Mortgage or equity processing or junior underwriting experience in a lending institution
Experience using Automated Underwriting Systems
Self-directed with excellent time management skills
Demonstrated ability to analyze and evaluate complex income documentation
Exceptional written and verbal communication skills
Desire to work in a production environment
Advanced proficiency in Word and Excel
Hours & Work Schedule
Hours per Week: 40
Work Schedule: Monday to Friday 8 am to 5 pm. Overtime as needed.
This position is not available in Colorado
Description
The C2C Advocate provides in-depth support to both C2C and branch colleagues, enabling management to undertake leadership duties; thus ensuring a high level of service is delivered, increasing customer satisfaction, and enhancing customer relationships. Act as a reference/escalation point for C2C and branch colleagues, with an exemplary understanding of bank policy and procedures, branch operations and system navigation, account servicing and maintenance, research and adjustments, consumer and business loans, electronic banking, and assistance with various bank programs. Ability to resolve complex colleague inquiries and maintenance requests in an accurate and efficient manner, retaining ownership to a satisfactory completion.
Primary Responsibilities include:
Provide in-depth support which ensures a high level of service is delivered increasing customer satisfaction and enhance customer relationships.
Act as a reference/escalation point for colleagues both within C2C and across the multi-state network with an exemplary understanding of policies, procedures, products, and end-to-end processes retaining ownership to a satisfactory completion.
Adhere to Quality and Operational Control to ensure SLAs are met. As well, duties and tasks are varied and complex typically requiring originality and analysis to accomplish. Colleagues rely on experience and judgment to plan and accomplish assignments.
Accurately and thoroughly complete all transactions and customer follow-up work.
Retains ownership of customer issues to satisfactory completion and knows to escalate when appropriate (including identifying trends or root cause analysis). Also, recommend corrective services to address customer concerns.
Apply knowledge of operational workflow, performance, and processes to improve the customer experience and increase productivity.
Achieve business line goals
Communicate, implement and interpret procedures.
Participate in additional projects as asked/required.
Qualifications
SKILLS
World-class customer service skills. Expert in problem resolution
Exceptional knowledge of business processes, products, and services
Excellent time management skills; goal-driven with a desire to exceed quality and productivity goals
Advanced problem-solving skills
Excellent verbal/written/interpersonal communications
Excellent listening and problem-solving skills
Strong knowledge of Office products
Self-starter; able to work with little to no supervision
Ability to learn new concepts quickly
Team player with strong coaching/mentoring abilities
Superior interpersonal skills with the ability to navigate through difficult situations
Ability to multi-task and work independently in a fast-paced work environment
2- 3 years Teller and/or Banker abilities/experience preferred basic computer experience.
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