Manager - Virtual Assistant Team

Position Overview

At Citizens, we're more than a bank. The Citizens Manager - Virtual Assistant manages day‐to‐day activities of a team that connects with customers via live video from our centralized call center. In this role, you'll foster a customer‐focused environment by motivating and empowering your team, ensuring quality service delivery, and coaching daily learning and development so that team members become experts on all Citizens products and services. You will translateCitizens' visioninto actionable results while celebrating success and supporting your team’s professional growth.

Key Responsibilities

• Creates and coaches a customer-focused environment that empowers teams to deliver high-quality customer service and sales.Rewards and celebrates success.
• Displays a sense of optimism about personal and team abilities to achieve results.
• Assists with identifying training needs and delivers appropriate training to staff.
• Leads the professional development of a team of senior-level agents.
• Ensures agents recognize sales opportunities during problem resolution and maintains compliance with Citizens' dress code and quality standards through in-person and video observations.
• Makes hiring decisions, conducts performance reviews, and manages employee reward and recognition.
• Researches and assists in resolving complex customer issues.
• Resolves routine operational issues and develops policies and procedures.
• Provides individual and team support for special projects, using customer insights to recommend business solutions.
• Analyzes and prepares reports on team goal achievement, workflow, productivity, and performance for management.
• Systematically evaluates options and acts quickly to resolve issues.
• Develops ongoing relationships with managers of key areas to ensure quality service is delivered.
• Relays the bank's vision into actionable strategies for the team.

Required Qualifications

• 1-3 years of people leadership experience with demonstrated coaching skills.
• 1-3 years in branch operations, including teller line experience.
• High School Diploma or Equivalent required.

Hours & Work Schedule

• Hours per Week:40
• Work Schedule:9-5:30 Tue-Saturday
• 100% in office requirement