Virtual Assistant - Onsite

Citizens Bank • Pittsburgh, PA

80d

About The Position

Be a part of one of the most exciting new delivery channels at Citizens. Transactions aren't at the heart of banking — relationships are. That's why we're not looking for just any Virtual Assistant. We're looking for Citizens Virtual Assistants. What sets these colleagues apart? You look customers in the eye and greet them through a virtual video session with a smile — just like you would a friend or a neighbor. Whether you're processing transactions, giving advice and meeting customers needs, or collaborating with your branch team, you provide a memorable, meaningful experience to every customer, every day. As a Citizens Virtual Assistant, you will be the first line of contact with our valued Citizens customer through a new delivery channel called Interactive Teller Machine. Our mission is to help customers reach their potential no matter where they are on their journey and in this role, you will represent Citizens with a friendly, memorable, and productive customer experience. With a re-imagined banking experience, the Citizens Virtual Assistant will help to educate customers on digital and self-service opportunities, while identifying needs and making appropriate referrals. You will process a variety of routine financial transactions including cashing checks, withdrawals, facilitating deposits, and overseeing credit card and loan payments. The role processes account service and maintenance requests and delivers value-add service to account holders like new account opening and lending advice in compliance with our bank policies, guidelines, and procedures to effectively manage risk.

Requirements

• High School degree or GED required.
• Prior banking experience, processing teller transactions and recommending and referring products and services to customers.
• Positive and customer focused mindset.
• Strong listening and highly effective communication skills; ability to showcase these skills across video.
• Proficient in asking questions and identifying needs to enhance the customer relationship.
• Ability to problem solve and provide solutions to customer issues.
• Strong computer skills and comfortable using digital technology to support the delivery of business goals.
• Ability to foster relationships with teammates and partners through collaboration.
• Energetic, organized, detail-oriented and ability to multitask effectively and in a timely manner.
• Ability to work hours, which can include weekends and evenings.

Responsibilities

• Ensure our customers are extremely satisfied with every interaction.
• Be the face of Citizens, be professional, friendly and helpful with every interaction.
• Effectively communicate via video technology.
• Respond to a variety of incoming customer interactions with a passion to deliver high quality solutions for our customers.
• Perform routine teller transactions and maintenance requests.
• Educate customers on the convenient banking options that Citizens offers; online banking, mobile banking, ATM/ITMs, etc.
• Provide a memorable, meaningful experience to every customer.
• Work closely with new and existing customers to understand their financial needs and deepen relationships.
• Provide recommendations and assist customers with a wide array of financial solutions to satisfy their spending, saving, borrowing and investing needs.
• Make referrals to appropriate business lines for new products/services.
• Comply with all financial policies and procedures, state and local laws and regulations.
• Foster strong and effective partnerships.
• Take advantage of training and coaching to grow with Citizens in other exciting roles.
• Bring positive energy and confidence to Citizens and its customers every day.

Benefits

• Access to medical and dental insurance.
• 401K with corporate match.
• Tuition assistance and discounts on student loan refinancing.
• Discount on thousands of gyms, studios and fitness centers.

What This Job Offers

• Job Type: Full-time
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED