Private Bank Operations Support Analyst

The mission of the Private Bank Operations is to provide a best‑in‑class experience for Private Bank clients and for the colleagues who support them. The group has functions that encompass Fraud, Client Onboarding, and Client Experience for Consumer, Commercial and Business Banking Products. As a Support Analyst in PB Ops, you will partner across business lines to drive initiatives and help manage surges in these key functions.

Although you will work within established procedures, you are expected to drive continuous improvement activities, demonstrate problem‑solving skills to identify root‑cause challenges, and create plans to address them with the support of the management team. Your goal is to ensure that requests are processed timely, accurately and completely to provide a positive customer experience and mitigate risk. You will be expected to encourage collaboration with colleagues and other teams to achieve these objectives, acting as an example for other team members to follow.

• Gain working understanding of applications across Client Onboarding, Client Experience, and Fraud Operations within Private Bank Ops.
• Focus execution within defined processing parameters as processes are expected to be completed timely, accurately with focus on attention to detail. Ensure procedures and SOPs are adhered to when performing your work, as measured through quality checks by management/team leader.
• Exceed customer expectations by doing the right thing and working together. Respond to internal/external customer inquiries within 24 hours. Escalate issues to management within 24 hours or raise them at daily huddles. Suggest customer experience improvement opportunities as you identify them and demonstrate willingness to drive these to completion.
• Thoroughly understand and comply with regulatory requirements that impact your work including state and federal laws.
• Escalate risk issues to management immediately.
• Perform your daily responsibilities leading by example and demonstrate attributes expected of an emerging leader. Always display a professional and positive attitude with all your interactions, as measured by customer/stakeholder feedback and manager observations.

• Self‑motivated, dependable, adaptable, and detail‑oriented individual with strong analytical, writing, and organizational skills.
• Excellent written and verbal communication.
• Skilled at monitoring, reviewing, and analyzing account activity to identify trends and share those with leadership.
• Experience with money movement applications.
• Ability to work independently and multi‑task in a fast paced, ever‑changing environment.
• Strong organization and time‑management skills.
• Willingness to assist with special projects and accept new responsibilities.
• Other duties and responsibilities may be assigned according to the needs of the Business Line.
• High School or equivalent degree required; bachelor’s degree preferred.
• 3+ years of experience in financial services or financial experience preferred.
• 3+ years required of Banking, Professional experience in analysis and/or financial services industry preferred.

• Hours per Week: 40
• Work Schedule:
  
  M-F 8:30a‑5p

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.

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.