Description Responsibilities / Description The Relationship Support Specialists (RSS), a member of the Business Banking Customer Service and Support group. This role supports the Relationship Managers and their managed clients by providing expertise in Deposit and Lending Products and Servicing for clients with a TCL under $1MM. An RSS1 will act as a liaison with business partners to fulfill RM and customer requests. They strive to deliver the highest level of customer service and pride themselves in their dedication to live the Credo every day. This position will provide a high level of personalized support to Business Banking Relationship Manager Sales Teams. + Execute numerous aspects of servicing for business portfolio customers that will elevate the customer experience with the intent to retain and grow existing portfolios. + Work with Relationship Managers to meet customer service needs as well as a provide a clear understanding of business customer needs and products focusing on deposit & lending servicing. + Research in-depth issues and provide resolution in a timely manner. + Handle direct inbound calls from clients relating to deposit inquiries, loan inquires and escrow accounts. Make outbound calls as needed to engage with clients and follow up on issues. Qualifications Required Skills/Experience: + Strong customer service and communication skills to interact with internal and external customers in a mature and professional manner; ability to understand complicated customer transactions, diagnose customer problems and determine appropriate solutions + Working knowledge of bank applications including, but not limited to OneDeposit Servicing, CSS, Mainframe, AFS, DCM, Online Banking and the Microsoft Office suite. + Experience in Salesforce.com is a plus as this is the primary tool used by Business Banking Sales along with AFS which is the loan servicing system for business loans. Preferred Skills/Experience: + Prefer 3 years of customer service experience handling and resolving customer issues + Continuously build customer relationships over the telephone through consistent follow up and problem resolution + Work with several internal and external partners to resolve problems, verify sales data and deepen partner relationships through collaboration + Have the ability to follow detailed procedures to ensure highest standard for audit and risk purposes + Knowledge and understanding of business products to assist sales in providing customers with a positive experience + Some understanding of the flow of a business loans moving through the underwriting process from submission to closing + Basic understanding of key federal regulations and laws that impact business customers. Education, Certifications and/or Other Professional Credentials: + High School or GED required + Associate's degree preferred Hours & Work Schedule Hours per Week: 40 hours Work Schedule: Monday-Friday 8:00 AM - 5:00 PM Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance. Equal Employment Opportunity At Citizens, we are committed to fostering an inclusive culture that enables colleagues to bring their best selves to work every day. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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. Equal Employment and Opportunity Employer Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates. Why Work for Us At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information. 12/22/2024