Citizens
Description
Wire Analyst supports activities in Commercial Operations with an emphasis on operational excellence and superior customer service. Provides support for processes and documentation, contributes ideas based on operational and customer needs, and supports efforts in streamlining operations and improving customer service. Supports process improvement activity and a culture of continuous improvement, exhibits strong customer service attitudes and values, identifies and escalates risk where appropriate, complies with processes as documented, and provides assistance to colleagues and/or customers regarding processes. Develops and maintains effective working relationships with peers, identifies opportunities that add value to the business objectives and enhance the customer experience, supports an environment of cooperation and change, recognizes the need to elevate issues to a higher level, operates effectively in a customer‑oriented environment and works well in a team environment. This role responds to diverse incoming customer requests regarding account activity and account related services in conformance with policy, procedures, and service quality standards, offering appropriate solution options. It will assist high profile customers with sending high dollar, high risk domestic and international wire transfers, activate wire authentication PINs, perform due diligence callbacks to customers to validate wire instructions, process ad hoc research requests on behalf of customers, offer appropriate sales options and recognize cross‑sell opportunities to increase customer satisfaction and enhance customer relationship. The Wire Transfer Associate must adhere to all internal risk policies as well as all federal and international laws and regulations while providing exceptional customer service. Responsibilities
Answer customer calls in a phone bank/call center environment Data entry of payment instructions Perform payment instruction validation and activation of customer PINs Convert USD to FX when appropriate Outbound calling to customers Provide customer service in a phone technology environment with at least 1‑2 years experience Support customers in Retail and Commercial Banking Type and enter data efficiently Communicate effectively Use intermediate level PC skills, including Microsoft Office Suite Education
High School or Equivalent (GED) required. Associate Degree preferred. 1 year of experience in lieu of degree Hours & Work Schedule
Hours per week: 40 Work schedule: 9am‑5pm, 4 days on site, 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. 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.
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Wire Analyst supports activities in Commercial Operations with an emphasis on operational excellence and superior customer service. Provides support for processes and documentation, contributes ideas based on operational and customer needs, and supports efforts in streamlining operations and improving customer service. Supports process improvement activity and a culture of continuous improvement, exhibits strong customer service attitudes and values, identifies and escalates risk where appropriate, complies with processes as documented, and provides assistance to colleagues and/or customers regarding processes. Develops and maintains effective working relationships with peers, identifies opportunities that add value to the business objectives and enhance the customer experience, supports an environment of cooperation and change, recognizes the need to elevate issues to a higher level, operates effectively in a customer‑oriented environment and works well in a team environment. This role responds to diverse incoming customer requests regarding account activity and account related services in conformance with policy, procedures, and service quality standards, offering appropriate solution options. It will assist high profile customers with sending high dollar, high risk domestic and international wire transfers, activate wire authentication PINs, perform due diligence callbacks to customers to validate wire instructions, process ad hoc research requests on behalf of customers, offer appropriate sales options and recognize cross‑sell opportunities to increase customer satisfaction and enhance customer relationship. The Wire Transfer Associate must adhere to all internal risk policies as well as all federal and international laws and regulations while providing exceptional customer service. Responsibilities
Answer customer calls in a phone bank/call center environment Data entry of payment instructions Perform payment instruction validation and activation of customer PINs Convert USD to FX when appropriate Outbound calling to customers Provide customer service in a phone technology environment with at least 1‑2 years experience Support customers in Retail and Commercial Banking Type and enter data efficiently Communicate effectively Use intermediate level PC skills, including Microsoft Office Suite Education
High School or Equivalent (GED) required. Associate Degree preferred. 1 year of experience in lieu of degree Hours & Work Schedule
Hours per week: 40 Work schedule: 9am‑5pm, 4 days on site, 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. 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.
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