Customer Service Representative - Second Shift

Citizens Bank; Johnston (RI); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Credo Awards program

Volunteer time off (4 hours annually)

Donation matching up to $1,000

Health care: medical, dental, vision

401K with company match

Tuition assistance

Mental health and wellbeing programs

Student loan refinancing discounts

Job summary

Citizens Bank is seeking a Contact Center Specialist in Rhode Island. You will field calls, deliver high-quality banking solutions, and help customers with balance inquiries, transfers, and online banking support.

The role emphasizes a customer-first mindset, problem solving, and strong communication. Training is provided to handle inquiries of increasing complexity, with a 40-hour work week and a 2nd shift schedule.

Qualifications

• Minimum 1 year in a customer-facing role.
• Computer proficiency.
• Strong verbal communication skills.
• Positive and customer-focused mindset.
• Strong listening and problem solving abilities.
• Superior interpersonal skills for navigating difficult situations.
• Ability to multi-task in a fast-paced environment.
• Experience recommending and referring products/services to customers is preferred.

Responsibilities

• Field a variety of incoming customer calls to deliver high-quality solutions.
• Help customers improve their banking experience and build relationships by recommending products and services.
• Receive extensive paid training to handle increasingly complex inquiries.

Skills

Customer service

Verbal communication

Listening

Problem solving

Interpersonal skills

Multi-tasking

Detail-oriented

Recommending products

Education

High School degree or equivalent

Job description

Description

Starting Salary: $22 / hour

Start Date: November 30th, 2026

When there’s a question about your finances, you want answers and support fast. Our customers rely on our Contact Center Specialists to help them understand, and make sense of, general needs with their accounts including balance inquiries, basic maintenances, transfers, assistance with our online banking experience and more.

Primary responsibilities include

Our best colleagues have a customer-first mentality when answering inquiries by phone. As part of our dedicated team, you’ll create positive interactions with our customers every day, whether that’s delivering a memorable service experience, or helping to problem-solve an issue - they’ll want to tell friends or family about the service they received as a customer. As a Contact Center Specialist you will:

• Field a variety of incoming customer calls to deliver high-quality solutions for our customers. Depending on the customer need, calls can be lengthy and occur back-to-back. You’ll have scheduled breaks throughout your day.
• Help customers improve their banking experience and build customer relationships by recommending products and services that meet their banking needs.
• Receive extensive paid training to build your expertise and prepare you to handle customer inquiries of increasing complexity.

What you'll get

• Meaningful work & relationships – Feel satisfaction and pride in producing high-quality support for our customers. Experience supportive leadership and a team that has your back to foster a sense of camaraderie. Our Contact Center colleagues are regularly celebrated, and it’s common for colleagues who go above and beyond for customers, or one another, to receive Credo Awards. This monetary reward has points that never expire and can be redeemed for brand-name products and gift cards in our online store.
• Commitment to community – Give back with 4 hours of paid time off annually for volunteering, separate from regular PTO, and have your donations to eligible 501(c)(3) organizations matched, up to $1,000 annually.
• Career opportunities, reward, and upskilling – Many promotional roles throughout the Contact Center are hired from within the team. See your hard work rewarded with opportunities to grow your career through training, coaching, career planning and development resources that enable you to branch off in any direction your talents and interests take you.
• Exceptional benefits – Receive comprehensive health care coverage, including medical, dental and vision plans, a 401K with corporate match, tuition assistance, mental health and wellbeing programs, discounts on student loan refinancing, and more.

Qualifications, Education, Certifications and/or Other Professional Credentials

• High School degree or equivalent
• Minimum 1 year of exceptional performance in a customer-facing role
• Computer proficiency
• Strong verbal communication skills
• Positive and customer-focused mindset
• Strong listening and problem solving abilities
• Superior interpersonal skills with the ability to navigate through difficult situations
• Ability to multi-task in a fast-paced environment
• Detail-oriented with a strong sense of urgency.
• Experience recommending and referring products/services to customers, preferred
• Qualified candidates must complete a virtual job tryout after applying as the next step, to be completed within 7 days of receiving the link.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Various 2nd Shift Schedules. All shifts will include working 1 weekend day
  • Must have ability to work holidays

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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.