Private Bank Operations Implementation Specialist III - 11:30-8PM

Private Bank Operations is committed to delivering a best-in-class experience for Private Bank clients and the colleagues that support them. The group will have functions that encompass Fraud, Client Onboarding, and Client Experience for Consumer, Commercial and Business Banking Products.  The group is tasked with the coordination of deliverables and support for the specific business needs of the Private Bank.  We are seeking Implementation Specialist/Queue Manager that will support the inputting of transactions of this client segment. This position requires the ability to learn all processes within the Client Experience Team supporting the Private Bank.  This role will include interaction with external customers, department colleagues, and business partners with a strong focus on customer satisfaction.  May perform other duties as assigned related to Implementation Specialist/Queue, operational issues, and will need to manage competing priorities in an accurate and timely manner.  They may also conduct training, coaching and help with onboarding new hires

Primary responsibilities

• Case Creation & Assignment: Queue managers are responsible for creating cases in Salesforce, assigning them to appropriate team members, and ensuring they are categorized correctly (e.g., Training, Digital Servicing) using predefined categories and subcategories.
• Workflow Oversight: Monitor queue activity, ensure timely case handling
• Develop and maintain effective working relationships with peer level stakeholders across the business so that these contribute both to the effective operation of the business unit as well as the development of the unit business plans
• They may also conduct training, coaching and help with onboarding new hires.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Self-motivated, dependable, adaptable, and detail-oriented individual with strong analytical, writing, and organizational skills.
• Experience with money movement utilizing various applications
• Excellent written and verbal communication.
• Skilled at monitoring, reviewing, and analyzing account activity to identify trends and share those with leadership.
• Ability to work independently and multi-task in a fast paced, ever-changing environment.
• Strong organization and time management skills
• Willingness to assist with special projects and accept new responsibilities.
• Other duties and responsibilities may be assigned, according to the needs of the Business Line
• High School or equivalent degree required; bachelor's degree preferred.
• 3+ years of experience in financial services or financial experience preferred
• 3+ years required of Banking, Professional experience in analysis and/or financial services industry preferred.

Hours and Work Schedule

• Hours per week:  40
• Work Schedule:  11:30AM-8:00PM, Monday - Friday
• Position is in Johnston, RI, 4 days onsite, 1 day remote.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer