Virtual Assistant - Spanish Speaking - On-Site

Citizens•Pittsburgh, PA

6h•$50,000 - $50,000•Onsite

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. 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 request 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
Proficiency in Spanish

Responsibilities

Be the face of Citizens, be professional, friendly and helpful with every interaction
Effectively communicate via video and chat technology
Respond to a variety of incoming customers 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
Ensure strong operational and transactional accuracy while adhering to bank policies, procedures, and regulatory requirements
Maintain composure and professionalism while navigating complex or challenging customer interactions and completing required documentation accurately and efficiently
Demonstrate flexibility and adaptability in support of changing customer and business needs
Spanish certification test administered during onboarding period - must pass
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
Bring positive energy and confidence to the team by actively engaging in meaningful conversations, team meetings, and huddles.
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