Virtual Assistant - Bilingual Spanish speaking; on site

Description

Starting Pay rate: $24.04 hourly

Be a part of one of the most exciting new delivery channels nsactions 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 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.

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 and chat 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
• Operational Excellence: 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

• 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
• Be a productive and engaged member of a dynamic team
• 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

Meaningful work & relationships – You’ll help customers with important financial decisions that impact their lives like building a business, buying a house, paying for school or helping them realize their long‑term financial goals. Colleagues and leadership listen to your ideas and feedback.

Commitment to community – You’ll flourish in a diverse, friendly and supportive workplace that lets you give back to the community through volunteering and donating to causes that are important to you.

Recognition & reward – You’ll see your hard work rewarded with promotion, growth and new opportunities.

Training & development – You’ll grow your career through training, coaching, career planning and development that will enable you to branch off in any direction your talents and interests take you.

Exceptional benefits – You’ll have access to medical and dental insurance, a 401(k) with corporate match, tuition assistance and discounts on student loan refinancing. You’ll also get a discount on thousands of gyms, studios and fitness centers.