http://cfgcareers.com/rhode-island/operations-jobs en
The Contact Center Assistant Team Leader provides support to Team Lead.  This role will assist in the supervision and coaching of Specialists thus ensuring a high level of service is delivered within the Contact Center. The Assistant Team Leader will coach on appropriate sales and explain how to recognize cross sell opportunities to increase customer satisfaction and enhance customer relationship and ensure customer requests are handled effectively including transactions, inquiries and concerns, giving direction and clarity when needed. Coach on appropriate sales and explain how to recognize cross sell opportunities to increase customer satisfaction and enhance customer relationship.

Ensure customer requests are handled effectively including transactions, inquiries and concerns, giving direction and clarity when needed. Ensure skill sets within the team are continually enhanced.  Communicate, implement and interpret procedures. Ensure SLAs are maintained and identify trends and makes recommendations for improvement. Serves as resource in the resolution of complex problems and provides training assistance to staff which would include quality review of work. May recommend and communicate a variety of personnel actions. Responsible for training subordinate staff. Conducts call observations on specialists.

Leadership Accountabilities: 


Business Management & Planning: Be aware and understand the business objectives and how this relates to the role. Oversee and support the day-to-day department production activities.

Process/Continuous Improvement: To contribute to the improvement of the customer experience.  To encourage and respond to process improvement ideas from team members.

Customer Service: Be a role model to drive a customer service values. Risk Management: Will Identify, minimize, and escalate risk where appropriate.

Team Leadership: Will ensure team members have a clear idea of what is expected of them and to what standard.

Recruitment & Induction: To assist in the on boarding of new team members so that they can be effective in their new role as quickly as possible.

Team Development: Will actively participate in supporting and training team members to achieve individual and department goals.

Performance Management: Will provide input in the performance review process, assist team members in achieving the objectives and targets linked to the business goals and ensure appropriate behaviors are demonstrated ("what" is expected and "how" they are expected to achieve objectives).
 

Qualifications

High School or Equivalent required
Associate Degree preferred or 2-3 Years of Experience in lieu of Degree
2 – 3 years related Contact Center experience
1+ years Consultative sales experience to enhance customer relationships.
Thorough knowledge of all CFG products and services.


World class customer service and expert in problem resolution.


Coach to quality customer service and need based sales


Leadership skills to foster collaboration, respect and harmony amongst team


Excellent time management skills; goal driven with a desire to exceed sales and productivity goals.


Team player with strong coaching/mentoring abilities


Advanced problem solving skills/ability to negotiate through difficult situation with customer recovery as end result


Strong verbal, written and interpersonal skills


Ability to multi-task and work independently in a fast paced work environment


Strong knowledge of Office products


Sales Achievement and Leadership Excellence certification.


 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Tuesday-Saturday 8:30PM-5:00AM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

383278]]> Mon, 30 Jan 2012 14:00:00 GMT 2136824-Providence-Operations
Performs intermediate clerical operations tasks that are routine and/or repetitive in nature in a fast paced environment. Position requires the application of various complex methods, procedures and knowledge of the business unit’s product(s) and application(s).  Researches routine customer, brand, or bank inquiries as appropriate.  Determines the source of problems and works to resolve them. Performs simple data entry tasks, compiles simple data, and performs routine math calculations. Ensures work adheres to regulations and ensures compliance to departmental policies, risk avoidance standards and SLAs. 

The position requires routine decision making without consulting supervisor and the ability to prioritize.  Completes multiple daily functions in an accurate and timely fashion, using basic analytical skills. Works independently most of the time and is capable of solving problems in assigned areas. May provide customer service for internal and/or external customers.  Performs other duties as assigned.  May require multi-tasking and cross training within the department.  May require training of other staff. Must possess ability to work efficiently in a high volume, fast paced, deadline oriented environment.
 

Qualifications

High School or Equivalent required


Good problem solving skills and analytical skills


Basic math skills


Good compliance/regulatory environment knowledge/skills


Ability to multi-task and attention to detail


Ability to communicate effectively verbally and written


Good customer service skills


Working knowledge of department computer applications and systems. Basic mainframe skills.


Working knowledge of MS Word


Working knowledge of MS Excel


Working knowledge of MS Outlook


1 – 2 years Operations experience, Experience working in an operations environment or entry level clerical.
 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:00AM-4:30PM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

383279]]> Mon, 30 Jan 2012 14:00:00 GMT 2136791-Providence-Operations
The Wire Transfer Associate I 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 (may include requests that are not routine in nature).  This role will assist high profile customers with sending high dollar, high risk domestic and international wire transfers and will assist customers with activating Wire authentication PINS, perform due diligence call backs to customers to validate wire instructions and process ad hoc research requests on behalf of customers.  Offers appropriate sales options and recognizes cross sell opportunities to increase customer satisfaction and enhance customer relationship.  The Wire Transfer Associate I must adhere to all internal risk policies as well as all federal and international laws & regulations all while providing exceptional customer service.
 

Qualifications

Excellent Typing/Data Entry skills and Computer Skills


Superior communication skills


Excellent customer service skills and Phone skills


Intermediate level PC skills required




High School or Equivalent required, Associate Degree preferred or 2 years of experience in lieu of degree


2 years of Customer Service Experience, Experience servicing customer through the telephony channel. Specifically, any experience with utilizing VRUs or any related phone technology as well as authenticating customers over the phone is a plus.  Experience in supporting customers in Retail or Commercial Banking a plus.

 

Hours and Work Schedule

Hours per Week:   20


Work Schedule:    Monday-Friday 2:00PM-6:00PM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

383259]]> Mon, 30 Jan 2012 14:00:00 GMT 2136790-Providence-Operations
This position will serve as a midlevel analyst with operational responsibilities for accurately evaluating customer information and taking appropriate action to protect the company against risk of money laundering activity in accordance with Global and Local Regulatory procedure and policy in consultation with AML supervisory staff.

Responsible for ensuring that assigned processing is performed according to the standards set forth by the Bank in addition to government and industry regulations. The Analyst II must have a good understanding of  the governing rules and regulations and the implication of processes on other groups within operations and other divisions in the Bank. The AML Analyst II may work on processing of Due Diligence, Sanctions Filtering, Bank Secrecy/Cash Reporting, and/or CIP.

Analyzing, researching and making decisions. Report and submit necessary documentation as required. Creating and maintaining appropriate files which will be reviewed by AML supervisory staff as well as internal, external and regulatory examiners during annual audits and examinations. Interfaces with internal clients, compliance, business, client services, cash operations, securities operations as required. Understands and follows operational controls to minimize errors. In consultation with AML supervisory staff provides feedback in the development of strategies to alleviate operational issues and Ensures compliance within the area of responsibility; makes recommendations for improving effectiveness of policies and procedures.
This position will work as support to Process and Governance.
 

Qualifications

Willingness and ability to learn: internal and external rules governing the compliance area


Able to achieve both immediate and short term goals with appropriate supervision, ensure smooth work flow and meet operational deadlines


Good written and verbal skills


Good interpersonal and communication skills and the ability to interact with a diversity of professionals and staff members


Computer skills, including Microsoft office, research software and internet searching and investigation skills


Bachelor Degree preferred


AML Certification preferred


2 + years, banking experience within retail or operations, basic knowledge of banking and bank systems


2 + years, AML knowledge, working knowledge of AML or Bank Secrecy procedures.
 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:00AM-5:00PM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

383240]]> Sun, 29 Jan 2012 14:00:00 GMT 2134056-Providence-Operations
The Contact Center Survey Agent conducts outbound survey calls to customers for customer feedback.  The Contact Center Survey Agent will participate in regular training and briefing activities to ensure ongoing awareness of changes in process or procedures. Key responsibilities include: completing Surveys accurately capturing customer verbatim pertaining to their customer experience and participating in regular training and briefing activities to ensure ongoing awareness of changes in process or procedures.   Under close supervision, performs tasks that are routine in nature, requiring little evaluation.
 

Qualifications

Ability to learn fundamental knowledge of customer service scripts and responses.


Ability to follow Bank policies and procedures.


Verbal and written communication skills     


Good customer service skills


Team player


Good verbal/written communication skills


Typing ability


High School or Equivalent required


1 + years Telemarketing, preferred (not required)


Typing skills required
 

Hours and Work Schedule

Hours per Week: 16
Work Schedule: Choose 3 shifts Monday-Thursday 5:00PM-9:00pm and mandatory Saturday 10:00am-2:00pm.
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

382979]]> Sun, 22 Jan 2012 14:00:00 GMT 2117968-Providence-Operations
The incumbent will be working in the Fraud Operations department.  Fraud Operations’ primary function is to detect and prevent fraudulent activity among our debit, credit card, loan, online, and deposit account portfolio.
The Ops Group Manager I manages a major division which encompasses several large, more complex, or more risk intense departments.  May manage employees across multiple sites as well the leadership of a management team.  Full accountability for achievement of objectives set within the business plan for the specific business unit or function. Develops, recommends and implements business plans, operational procedures and systems which support the division's long-term, strategic objectives.  Develops, recommends, and implements departmental policies and procedures.  Ensures staff compliance with these and other banking policies.  Motivate, incent, and reward desired behaviors by providing feedback and utilizing available reward and recognition programs.

Leadership Accountabilities:


Business Management & Planning: Create and implement operational or functional business plans aligned with the overall business strategy and organizational policy to ensure the business unit within the span of control has the capacity and capability to meet the agreed objectives. Contribute ideas, innovations and insights based on operational and customer needs to the overall business plan, to ensure the right objectives and focus is set in that plan.

Process/Continuous Improvement: To identify and initiate improvement projects within the operational area that will enable improvement of overall business unit performance. Responsible for change readiness, implementation and delivery of change benefits. 


Customer Service: To champion strong customer service attitudes and values.  Responsible for assessing customer needs and inputting into the business strategy to help shape future product and service design. Utilize performance metrics to drive quality output.

Risk Management: Be accountable for the identification (self-identification) and minimizing risk across areas of responsibility. Ensuring the reputation and financial robustness of the business unit is protected appropriately. Requiring maintenance of an appropriate control environment and self certification level.

Stakeholder Management: Develop and maintain effective working relationships with key 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 plan.

Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Ensure robust structures are in place to deliver, monitor and review change initiatives. Team Leadership: To create, plan and implement activities that will enable a highly motivated and highly performing workforce. Champion of Customer Service, change, culture, values and attitude across the business function.

Recruitment & Induction: Oversee the hiring process and ensure that resource plans meet business need.

Team Development: Create, plan and implement activities that will support the development of team members and create a culture of development across the business unit. 

Performance Management: Prepare, analyze and act upon relevant management information to ensure that each team meets agreed service levels and objectives.  Coach and develop staff. Review and follow-up with each individual’s performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors.  Ensures that direct reports have clear objectives and targets linked to business objectives and appropriate behaviors ("what" is expected and "how" they are expected to achieve objectives).  Ensure policies for the performance management of individuals are implemented across all teams.
 

Qualifications

Outstanding customer service orientation and product knowledge.


Strong written and verbal communication skills.


Strong organizational, marketplace and global awareness


Highly effective networking and relationship building skills


Commitment to development and advancement of highly-skilled and diverse workforce.


Acts as an agent for positive change with flexibility


Commitment to quality and efficiency


Excellent time management skills


Excellent written and verbal skills


Excellent interpersonal skills


Superior project management skills


Strong PC Skills


Working knowledge and understanding of business planning, risk management and control methodology


Typically 5+ years of leading people across a range of teams


Previous experience of working in a variety of business areas or other divisions or industries is desirable.


Thorough understanding of overall strategic objectives for Business Services and RBS


Advanced knowledge of corporate policy, laws and regulatory requirements of area of responsibility


Bachelor Degree required, Master’s Degree preferred, or equivalent work experience.


10 + years Operations/financial services environment, with 5+ years of proven leadership experience.
Flexibility to travel required. Roughly 60% of the time this role will conduct business from our Medford, MA location.

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:00AM-5:00PM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

383003]]> Sun, 22 Jan 2012 14:00:00 GMT 2117957-Providence-Operations
The incumbent of this role will be working in the  FX Operations  department.  The  FX Operations   department’s primary function i s to confirm financials and settlement instructions, process checks written on foreign institutions, processing loans in foreign currency & and monitoring and funding of nostro positions. 
The Ops Manager I manages the day-to-day activities of a business unit.  Under management guidance, assists in the preparation of business plans, budget, and goal setting for the unit.  Analyzes and prepares reports for management on departmental goal achievement.  Researches and resolves complex operational issues.  Responsible for identifying training needs and delivering appropriate training to staff.  Responsible for recruiting and hiring decisions,  performance reviews, and reward and recognition of employees under supervision. Performs other related duties as required. May be responsible for meeting department budget.  Motivate, incent, and reward desired behaviors by providing feedback and utilizing available reward and recognition programs.

Leadership Accountabilities: Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan. Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities.  May include project participation.

Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution.  To set expectations of customer service excellence delivery and ensure all department SLAs are met and/or exceeded.

Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate.  Stakeholder Management: Develop and maintain effective working relationships.  Partner with other department and / or divisions with common goals.

Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience.  Be flexible to react and/or implement change initiatives.

Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives.

Recruitment & Induction: Identify hiring needs and make hiring decisions.  Manage the new hire orientation process for new team members.

Performance Management: Ensure team meets agreed service levels , Coach and develop staff, Review and follow-up with each individuals performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors. Ensures that direct reports have clear objectives and targets linked to business objectives and appropriate behaviors ("what" is expected and "how" they are expected to achieve objectives).

Team Development: Create, plan and implement activities that will support the development of team members.
 

Qualifications

Solid customer service orientation and proficient product knowledge.


Solid problem solving skills


Solid organization skills


Solid ability to multi-task and to function efficiently in a high volume, fast paced deadline oriented environment.


Solid knowledge MS Excel


Solid knowledge PowerPoint/Visio


Solid knowledge of MS Word


Solid time management skills


Solid written and verbal skills


Solid interpersonal skills


Solid project management skills


Solid PC Skills


Supervisory experience


Ability to support others through development and coaching


Strong understanding of the compliance/regulatory environment


Bachelor Degree required


5 + years Operations experience with 4+ years supervisory experience.
 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:00AM-5:00PM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

382631]]> Mon, 02 Jan 2012 14:00:00 GMT 2070957-Providence-Operations
The Ops Associate II performs advanced clerical operations tasks that are routine and/or repetitive in nature in a fast paced environment. Performs high volume, time-sensitive routine and repetitive tasks requiring intermediate research and problem solving skills in a fast paced environment. Ensures department SLAs are met within risk and compliance, quality control standards.  May provide monitoring and oversight of production and workflow of the group.  Ensures work adheres to regulations and ensures compliance to departmental policies, risk avoidance standards and SLAs. 

Will perform repetitive daily production activities and processes related clerical work.  Researches routine customer, brand, or bank inquiries as appropriate. Determines the source of problems and works to resolve them accurately and within quality control and service level agreement requirements.  May assume additional responsibilities as requested by management.  May include reporting responsibilities which may entail creating, monitoring and analyzing.  Provides training and/or feedback for new and existing staff members. 

Provide technical support to the management team and department colleagues on business specific systems and/or processing issues. May require multi-tasking and cross training within the department. Must possess ability to work efficiently in a high volume, fast paced, deadline oriented environment.  May assume department administrative duties as required.  May interface with other departments on projects or initiatives. Requires multi-tasking and ability to provide backup support in all aspects to staff.
 

Qualifications

Strong problem solving skills and analytical skills


Basic math skills


Solid compliance/regulatory environment knowledge/skills


Ability to multi-task and sound organizational skills


Solid ability to communicate effectively verbally and written


Excellent customer service skills


Strong product  knowledge


Basic mainframe experience


Good knowledge of MS Word


Good knowledge of MS Excel & Outlook


Solid knowledge of department computer applications and systems.


Strong PC skills.


High School or Equivalent required, Associate Degree preferred


2 – 3 years Operations experience,  Experience working in an operations environment preferably financial institution.
 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:30AM-5:00PM
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

382332]]> Thu, 15 Dec 2011 14:00:00 GMT 2037046-Providence-Operations
This role is responsible for analyzing and solving complex operational, systems-related and/or customer issues.  Creates and/or maintains databases and management reports, interpreting data and identifying trends. May also include the reporting of productivity, quality, and other ad hoc requirements in an accurate and timely manner.  This position requires the application of various complex methods, procedures, and knowledge of the business unit’s product(s) and system application(s). 

This role performs routine, complex analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities and/or perform moderately complex analysis to identify and resolve process-level issues. May assist in developing and implementing policies, procedures, and training materials to maximize efficiency and customer service. May manage projects requiring coordination with other teams, process improvement projects and may perform other such duties as assigned including trouble shooting operational issues.

May serve as subject matter experts with vendor relationships and serve as business unit liaison with other departments. May serve as point person for more junior team members.  Collect, review and analyze data and/or documentation to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements. Maintain/create accurate and timely reports and/or documentation with minimal supervision. May perform ad hoc analysis and reporting and collaborate with Management and/or project team stakeholders.  Utilize department specific system applications.
 

Qualifications

Excellent organization skills


Excellent ability to multi-task


Excellent customer service skills


Advanced MS Excel


Strong knowledge of department computer applications and systems


Excellent time management skills


Excellent written and verbal skills


Excellent interpersonal skills


Advanced analytical skills


Solid interpersonal skills


Capacity to work independently


Associate Degree required, Bachelors Degree preferred


Professional experience in analysis or equivalent, financial services industry or business line experience.
 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday 8:00AM-5:00PM
 
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

382343]]> Thu, 15 Dec 2011 14:00:00 GMT 2037032-Providence-Operations
The Ops Associate II performs advanced clerical operations tasks that are routine and/or repetitive in nature in a fast paced environment. Performs high volume, time-sensitive routine and repetitive tasks requiring intermediate research and problem solving skills in a fast paced environment. Ensures department SLAs are met within risk and compliance, quality control standards.  May provide monitoring and oversight of production and workflow of the group.  Ensures work adheres to regulations and ensures compliance to departmental policies, risk avoidance standards and SLAs. 

Will perform repetitive daily production activities and processes related clerical work.  Researches routine customer, brand, or bank inquiries as appropriate. Determines the source of problems and works to resolve them accurately and within quality control and service level agreement requirements.  May assume additional responsibilities as requested by management.  May include reporting responsibilities which may entail creating, monitoring and analyzing.  Provides training and/or feedback for new and existing staff members. 

Provide technical support to the management team and department colleagues on business specific systems and/or processing issues. May require multi-tasking and cross training within the department. Must possess ability to work efficiently in a high volume, fast paced, deadline oriented environment.  May assume department administrative duties as required.  May interface with other departments on projects or initiatives. Requires multi-tasking and ability to provide backup support in all aspects to staff.
 

Qualifications

Strong problem solving skills and analytical skills


Basic math skills


Solid compliance/regulatory environment knowledge/skills


Ability to multi-task and sound organizational skills


Solid ability to communicate effectively verbally and written


Excellent customer service skills


Strong product  knowledge


Basic mainframe experience


Good knowledge of MS Word


Good knowledge of MS Excel & Outlook


Solid knowledge of department computer applications and systems.


Strong PC skills.


High School or Equivalent required, Associate Degree preferred


2 – 3 years Operations experience,  Experience working in an operations environment preferably financial institution.
 

Hours and Work Schedule

Hours per Week:   20
Work Schedule:    Monday-Thursday 5:00pm-9:00PM and Saturday 10:00am-2:00pm 
 

Equal Employment Opportunity

It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, pregnancy, veteran or military status, marital or domestic partner status, or any other factor protected by federal, state, and/or local laws.

382312]]> Tue, 13 Dec 2011 14:00:00 GMT 2034336-Providence-Operations