Commercial Priority Services Specialist

Citizens Bank • Johnston, RI

97d • Hybrid

About The Position

The Commercial Priority Services (CPS) Specialist is responsible for ensuring best in class customer service experience for a designated portfolio of Commercial Banking clients. The CPS Specialist is responsible for owning and resolving all client inquiries, by developing a deep understanding of Commercial products and systems while building a trusted network across various departments, including Sales, Product, Relationship Managers, Client Services, and Operations. The CPS Specialist is also responsible for providing Treasury Solution application training to their portfolio of clients as they onboard new cash management products.
The CPS Specialist will focus on establishing and fostering relationships with their assigned portfolio, including meeting on a regular basis with Relationship Managers, Clients, and other key business partners to discuss existing services, streamlining operational processes, and resolving urgent needs. Assigned client portfolios can be large and complex with very high expectations for their service delivery.
The CPS Specialist will perform root cause analysis to identify potential solutions and process improvement opportunities for recurring service issues. In addition, they will support the implementation of solutions that will ultimately improve SLAs, decrease operational effort, and increase the overall client experience.
The CPS Specialist will also be responsible for helping to support colleague’s portfolio when needed.

Requirements

• 2 years Customer Service experience with a background in high touch client service
• Experience in the Financial Services Industry, previous Commercial cash management and loan experience preferred
• High School Diploma or Equivalent, Bachelor’s Degree preferred
• Excellent written and verbal communication skills
• Ability to build and maintain strong business relationships
• Ability to work in a fast-paced environment while maintaining a high degree of accuracy
• Ability to work independently and manage competing priorities
• Works effectively in ambiguous situations
• Adapts well to new and changing processes
• Intellectually curious

Responsibilities

• Ensuring best in class customer service experience for a designated portfolio of Commercial Banking clients.
• Owning and resolving all client inquiries.
• Developing a deep understanding of Commercial products and systems.
• Building a trusted network across various departments, including Sales, Product, Relationship Managers, Client Services, and Operations.
• Providing Treasury Solution application training to their portfolio of clients as they onboard new cash management products.
• Establishing and fostering relationships with their assigned portfolio, including meeting on a regular basis with Relationship Managers, Clients, and other key business partners to discuss existing services, streamlining operational processes, and resolving urgent needs.
• Performing root cause analysis to identify potential solutions and process improvement opportunities for recurring service issues.
• Supporting the implementation of solutions that will ultimately improve SLAs, decrease operational effort, and increase the overall client experience.
• Helping to support colleague’s portfolio when needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees