teller

banker

janitor

branch manager

client advisor

Citizens

If you’re interested in a job in the area of operations; processing, underwriting, collections etc.. proceed with CAUTION. In the interview process, ask the hiring manager good, open ended questions about the culture, hierarchy and God forbid, the office politics that you may have to endure. I would also urge candidates to speak with others in the department before accepting the job.
While I have known some very good and fair managers at Citizens, there are also some bad seeds. Bad seeds that create a toxic and unproductive work environment by way of favoritism and nepotism to levels I have never witnessed in my 30 years in the labor force. The bad and incompetent manager will quickly hire her “friends” and immediately give them the favorable work assignments. Said managers’ friends are also allowed flexible work schedules while flextime of any kind for the rest of the department suddenly is no longer allowed. 
When it comes to work assignments, certain individuals this manager decides she “does not like” will receive the most difficult and time-consuming daily work assignments. Some are nearly impossible to complete in 8 hours, but if they’re not complete and error free, she will gladly give those folks a sub-standard performance review. While at the same time, this manager’s “friends” typically complete their daily work assignments by 3:00 and have a good hour or two to chat and shop on Amazon before they go home.   
Now, with the managers’ friends naturally being the “top performers” on the team, they enjoy receiving the highest scores on their performance reviews and the highest allowable annual pay increase that goes along with it. On the opposite end of the scale, for the folks she does not like, she goes so far as to tamper with and change their QC and performance record and implement that in their performance review and give them a sub-par review. Along with a sub-par review comes with a minimum pay raise or no pay raise at all. I have had many performance reviews in my working career and never have I heard so many employees so shocked with their performance reviews. 
In a normal work place, we pretty much know what to expect prior to walking into an annual performance review; whether it will be good, fair or poor. We just know.  Many reviews in this department seem to come out of left field and the end result is never good.  
You may now want to know if anyone has raised a complaint to senior management regarding the corruption in this department. Many have complained. Several more have resigned. As long as the department is reaching its numbers and goals are met, regardless of how it’s done, nothing else matters. As long as management is making their bonuses on the backs of the workerbees, nobody is willing to step up and shake the tree. Because complaints have fallen on deaf ears, this manager and her friends’ have become more brazen and the situation has gotten worse.

Before reading this, please keep two things in mind: I was a top performer for this company and have no problem with sales. I always made my goals and never had any issues making them. That said...

I worked for this company for years and have never experienced anything so horrible at a financial institution. The company lays off entire departments at random (the most recent one being the fraud claims department!) and under-staffs its branches to the point where you will not get a single day off. Actually, you'll be lucky to get lunch. Teller counters designed for a team of 12 will have 1 to 2 people manning all windows simultaneously, making each day extremely stressful.

The compensation package is a sham and top performers are routinely screwed out of our bonuses. It sounds excellent on paper; you can potentially earn six figures if you hit all your goals consistently. However, I hit every goal every quarter upwards of 245% for years and never received a single bonus. The company will do whatever they can to take away your quarterly payouts, including punishing you for the failure of others. For example, they will revoke your bonuses if there is a lazy colleague in your branch who is put on a warning for low sales performance. Everyone else loses their bonus; YOU'RE A TEAM AFTER ALL!

Every account you open, the incentive management department will try to argue a reason you should not get credit for it, and the reasons are nuts. For example, if the computers are down (and they will be) and you open the account manually on paper (as you will often have to do), they will argue that you technically did not open it since someone in ops will set it up digitally based off your paperwork and you will lose credit for all of your hard work. every IRA must be disputed or you will not get credit for them, as well as every federal fiduciary account and every donation account. No particular reason why this is the case was ever presented to me.

Success is punished to no end here, and even if you outsell everyone in your region, they will try to micro manage you into selling the way they want. Upper management demands all sales be done in the most awkward and plastic way possible; complete with verbatim scripts and sales notes/check lists that you literally fill out right in front of the customer (and they will check weekly to make sure you're filling them out). If you do not follow this flawed idiotic model for sales, you can be written up and (surprise!) lose your bonus.

AVOID THIS COMPANY at all costs. Look how many job openings there are and use your head! Just page one on cfgcareers.com has more banker openings than BOA, Webster, Santander, TD, Bank Newport, Bank RI, and every credit union in the entire state combined. COMBINED!

Roles and Responsibilities
	Training new engineers.
	Backup queue dispatcher.
	1ST escalation over the weekends
	On call rotation.
	In early daily to catch any high severity cases in the queue
	Daily Problem Management report, review and email teams( backup role)
	Tracking emails over the weekend
	Data center walk around (opening tickets and fixing hardware issues not reported by agents or SIM)
	After patching process (make sure servers are online after patching)
	Monitor Hardware SharePoint site for any out of warranty issues that need parts ordered. Order parts in P2P Oracle
Supporting differences infrastructures:
•	Messaging support.
	Help with Recover Deleted Items for users
	Performed Restores/Fix .pst files
	Troubleshoot LV2 Receiving/Sending Issues with Outlook for the End User
	Create QA Mailbox/QA User Accounts
	Review/Approve SMTP Relays
	Perform Mailbox size checks
	Educate End users of or messaging Environment
	Troubleshoot Level 1 and Level 2 SharePoint issues
•	VMWare support
	Create Snapshots/Clones
	Upgrade VM Tools/VM Hardware
	Migrate servers to different Data stores
	Increase/Decrease VM spec settings
	Remediate performance issues with VM
	Troubleshoot broken VM
	Disk  Alignments of VM
	Use Foglight to monitor the VM Environment
•	Citrix  User’s support
	Fix end user Citrix profile issues
	Review/Verify users have correct Access
	Perform reboots of Citrix servers
	Use the Citrix console to add/take out servers from the load due to issues
	Use EdgeSight to monitor the Citrix Environment
	Help with disconnected sessions on Citrix Servers
•	Directory service support
	Adding and updating DNS
	Troubleshooting DNS issues
	Websence support
•	Networker support
	Remediate backup issues on servers 
	Reinstalling networker agents
	Perform Restores for end users/servers using NetWorker
•	Windows server Infrastructure support.
	Perform Restores of servers when needed due to corruption
	Perform reboots of servers when necessary
	Available for P1/P2 issues
	Available for Disaster Recovery Testing
	Help with Projects when assigned to the team
	Create Print Queues
	Create DNS Changes
	Troubleshoot SQL Cluster issues
	After patching support issues
•	Windows Operation Support
	Remediate Agent issues: NetIQ, Quest Change, NetWorker, Symantec
	Take care & Provide Level 2 support to End Users/Customers
	Warm transfer cases to correct business lines when misrouted to us
	USC Cisco Manager
	Disk Space Cleanup of drives
	Server Hardware Break/Fix & work with Vendors
	Create Changes using ITSM
	Monitor the Environment using SCCM/HP SIM/ UCS Manager
	Educate Business Lines and End users on Wintel procedures/processes

Documents and Reports
•	After patching report and process ( weekly)
•	Chronic report and process ( weekly )
•	Daily Open case report ( daily )

I worked for this bank for a total of 10 years. In those years I held many positions from banker/platform up to corporate office positions in Pittsburgh. 

This bank is the worst. They hire you in at a wage that makes sense but raises are at BEST 2% per year and that only goes to 1 employee per 20, ex: If there are 3 people meeting and exceeding their goals who are fantastic employees, Citizens Bank won’t allow management to give all 3 the raise they deserve or even the terrible 2%. As a manager, I was literally told to look for reasons to fire someone to save money, yesthats correct I was told who to fire and to purposely set them up for failure. Prior to being a manager I was many times forced to work overtime to make sales calls or to audit drawers etc, but no one was allowed to have more than 40 hours, so you extent paid at all and you were locked in so you can’t just leave. They had a lawsuit for this overtime practice, but many of us were told that if we wanted to keep our jobs we better not join the lawsuit, so we never saw a dime. Citizens gives you “PTO” time, all your sick days and vacation in one pool. They tell you to save 5 days for emergencies, but you can’t call off kore than 3 times a year or you're on a final written warning for a rolling year, no exceptions. So basically they give you time and tell you that you can’t take it.

Beyond the above rediculousness, this bank does not care at all about their people although they claim to. They force sales down your throat. I have personally heard branch managers and regional managers tell employees if they don’t get someone to open a checking account that day they would be fired and even tell them to call all their friends and family right away for an account or they are fired.

They often bribe bankers with tickets to Penguin’s games and Steelers games for whoever makes the most sales etc. it’s horrid, they have even in the past told people to tell customers they were getting a credit card in the mail vs asking them to apply when they are preapproved. This is why I couldn’t work in the branches anymore. I felt they were taking advantage of people and no one in upper management cared at all.

I left this bank as soon as a better opertunity came along. This bank will make you go home at night regretting your decisions and realizing how this bank victimizes the poor daily with fees they won’t refund to anyone who isn’t a rich top customer or one of the lucky few who can fit into the branches super low rebate budget each quarter. Forcing credit cards one people without them agreeing and the list goes on. Sleeping at night is key, after the first year here you won’t be able, don’t make my mistake.

Worked as a quality assurance and testing specialist for multiple projects in Citizens Bank. 

Environment: SQL, Oracle, Microsoft Office, VB script, HP Quality Center, QTP, Windows, XML, SOAP UI, HTML

Responsibilities:                 
●	Worked with Business analysis team to prepare a detailed Test plan of the application
●	Involved in writing and implementation of Test cases for various modules.
●	Experience in writing Test Cases by analyzing the use case documents and also reviewed test cases for quality testing. 
●	Created manual Test Cases in HP QC/HP ALM for various User Stories based on Release and Sprint plan.	
●	Used Quality Center (QC) for executing the test cases and defect management.
●	Participated in the development of test software to execute test cases using HP Quick Test Professional (QTP) 
●	Experience in Design Test cases and implementing of test design technique
●	Executed Test Cases and Test Scripts of manual and automation testing. Defects are raised in the HP Quality Center/HP ALM for logging, tracking and reporting bugs in the application
●	Created automation scripts and updated test scripts using Quick Test Professional (QTP) also involved in enhancing the scripts. 
●	Analyzed test results and logging defects in Quality Center 8.0
●	Conducted defect call meetings and walk through meetings for all testing issues and defects
●	Involved in comparing output to expected results and review the results of test execution. 
●	Performed Functional Testing, Regression Testing, Black Box Testing, Smoke Testing and System Integration Testing, and worked with users and participated in User Acceptance Testing (UAT).
●	Involved in performing database testing for data integrity and performance related to database also did front-end and backend testing using Oracle as Database. 
●	Distributed tasks to team members and discussed about project testing related issues
●	Extensively used SQL queries for validation of data and performed end-to-end testing also involved in data manipulation and data mining using SQL 
●	Used SQL developer to test the data in that oracle data warehouse 
●	Responsible for complete Defect Management using Quality Center (QC) to ensure timely resolution of defects also defining a continuous improvement strategy for performing testing release over release and verifying the results 
●	Conducted daily defects status and progress meetings with the help of QA Metrics.
●	Onsite and offshore co-ordination, communicating with subject matter experts and delivery managers, gathering information on business process flow and understanding the scope of work.

•	Responsible for Data requirements gathering, Design, Development, Unit Testing and Implementation. Provided Production support of the Data Mart on 24/7 basis. Involved in the Business Analysis, System Analysis, Design and Data modeling.
•	Interacted with Business users to analyze the business process and requirements. Worked with the Business Analyst and Data Modeler during the functional design and technical design phases.
•	Prepared High Level (HLD) and Detail Level Documents (DLD).
•	Designed and developed various Informatica Mappings using Active & Passive Transformations.
•	Developed standard and re-usable mappings and mapplets using various transformations like expression, aggregator, joiner, source qualifier, router, lookup, and Router.
•	Monitored workflows and collected performance data to maximize the session performance. Unit Testing and debugging of ETL objects. Involved in reviewing the Test Cases written by the peers.
•	Data quality checking and interacting with the business analysts.
•	Created Task Session, Email and Workflow to execute the mappings. Used workflow monitor to monitor the jobs, reviewed error logs that were generated for each session, and rectified any cause of failure. 
•	Wrote SQL, PL/SQL, stored procedures for implementing business rules and transformations.
•	Developed UNIX Shell scripts. Created & Scheduled jobs to run daily and weekly.
•	Worked on performance tuning of mappings, identifying and resolving performance bottlenecks in various levels like sources, targets, mappings, and sessions.
•	Facilitated team and client meetings effectively and held regular status meetings with project team. Resolved/ elevated issues and ensured communication of relevant project information to all stake holders.
•	Used tools like TOAD and SQL navigator to run the queries and validate the data loaded into power center and different other layers like Data Warehouse.
•	Developed and maintained project plans and communicated project progress via regular status meetings and resolved any open issues/risks to project stakeholders. Managed stakeholder expectations and established business priorities to meet stakeholder needs.

My typical work day consists of a preset list of daily activities that must be completed before actually meeting with clients. This includes going over past results, action plans per banker for the day/week, a skills review of what areas need additional coaching, and one-on-ones with staff. Additionally, conference calls are a frequent occurrence in some cases two to three  day. A kick off call with the region, a Quality Kept Appointment call for investment appointments or lack there of, lending call for appointments, action plan call to hit said goals, and an end of day check out where you have to explain why/how you hit said goals or not with an explanation of activities for the next day/week. If you do not hit the goals you have to stay late for call night, not one day a week but three days you are staying till 7pm (schedules are adjusted).
      This is great if you have a full staff (many do not), but you have many new hires without banking experience so the need to coach is evident. It would seem to be a great opportunity to build a team however there is not a "ramp up" time allotted to the staff or the branch.  This means that you are the manager/sales person/business banker/ appointment setter/sales coach/assistant branch manager/and licensed baker, all while doing your required daily tasks which are documented in your "binder".  This binder is the "bible of the branch" it does not matter if you hit the sales if the binder is out of order, and when you get the binder is in order it does not matter because you did not hit your sales.
     I have learned that working for this organization that it has an "idea" of where it wants to go, how it wants to feel, how it wants to sell, but many of the ideas are not their own and are "borrowed from other organizations" meaning this institution does not have a sense of identity within the market and uses the great new idea of the month. Since this company went public it has been cutting expenses which leads to personnel shortfalls, lack of training, lack of support, and general lack knowledge sharing.  This organization should focus on an area, develop it, live by it, and hire people who are going to champion it.

Citizens Bank has undergone many changes since I became a colleague there. On a daily basis, there are many tasks to perform, and many customer service issues to deal with, making multitasking and time management an important component of the role. These skills I have honed since taking on the ABM role there, and I believe I have improved greatly in this area of my employee skill set. Problem solving skills are of paramount importance as a colleague of the bank, and these skills have been challenged and overcome as I have continued my tenure with Citizens Bank. Outreach, both active and proactive, are constant considerations there as well, and these skills, while put to some use at Tweeter Etc, became for me much more prevalent on a day to day basis as a member of the bank. 
Management at Citizens Bank falls on both the Branch Manager as well as the Assistant Branch Manager, with myself as ABM taking control of the branch in the absence of BM. As such, I am responsible for day to day operations, overseeing account opening and maintenance, coaching new and existing employees, and fielding customer questions and problems. Problem resolution, especially in a timely manner, is also a key component to management at Citizens Bank. 
Culturally, Citizens Bank is a diverse community of colleagues, which encourages goal setting, achievement, and promotion from within. Many roles are created for colleagues to choose from, and both lateral as well as promotional position changes are encouraged. 
The most difficult portion of any retail sales position, I believe, is the overcoming of customer objections, whether those objections are related to a product or service, or a problem the customer is experiencing with their product or with the bank itself. The resolution of these problems, the overcoming of these objections, and the satisfying of a customer whose initial visit was potentially adversarial is most definitely the most rewarding part of this job. Turning a negative experience into a positive one for a customer is the best part of this position.

The pay is often quite good, but everything else is pretty lackluster! Systems and apps are always down, customers come in mad, and managers are always on your back to make sales and calls. Some managers are better than others, of course, but in my experience I was treated like a robot, and insulted on multiple occasions.

The job listing is not accurate at all, no matter what position you are looking at. If you are not with a customer, they want you to be cold calling people to “checkup” but in reality it’s to schedule appointments to make a sale. If you have to call non stop all day every day, that’s the only thing they want you doing. You will probably make more calls and upset more people than a spam call center.

The management will constantly be on your back, even if you are reaching your goals. It feels like you never contribute enough, because next quarter the goal and numbers are astronomically and unrealistically bigger. You will have meetings, they will slander your performance and professionally belittle you because of the numbers. They then do silly role plays and make propagandizing speech about the company and how they are the best and that by reaching our sales goal they are helping the customer.

If you try your best and don’t perform, they’ll put you on a performance improvement plan like it’s the early 2000’s. And if you still don’t get there, they cut you off. The pay is good, and their idea of the customer centered mission is also good, but be warned you will be worked like an absolute robot to mindlessly sell sell sell at any given opportunity, even if it means pressuring the customer into one.

Now if you get a respectable and caring manager, this job can actually be tolerable. But realistically, they’re gonna make you feel like you’re not ever doing enough, and will micromanage you to insanity. They will also talk behind your back, which has happened to me and other colleagues in my branch when they accidentally sent the insulting text messages to us instead of the other manager that they were trying to send it to. If you value your mental health, this is not the place.

If you are reading a review of Citizens Bank, and they use the phrase "fast-paced", as in it's an active and fun place, please replace that with "hectic and stressful".  It's certainly fast-paced, but not in a positive way.

I worked for a couple years towards becoming a banker at Citizens Bank.  As a customer, I always had stellar service from Citizens Bank, and every interaction was always very pleasant.  It occurred to me that it would probably be an excellent place to work.  So, I worked towards getting a banker position with Citizens Bank for a couple years.

After one interview - which I did extremely well at, for once - I was offered a banker position that was higher than the one that I originally applied for.  I was excited because the job description was exactly what I was looking for - at least the first two paragraphs.

The job description was three main paragraphs.  The first paragraph talked about customer service, and supporting the customer.  I get personal reward from doing this.  The second paragraph of the job description talked about problem solving with peoples' financial issues.  This is also awesome, as I am excellent with both numbers and problem solving.  It wasn't until the third paragraph that the job description mentioned selling financial products to customers.  More on this in a moment.

At training, which was your standard corporate training for about two weeks, I noticed a large class size, and mostly younger people.  It made me wonder if Citizens Bank was expanding drastically, or if their turnover rate was horrendous (or if I was just getting older).  That's when I realized that when I first applied for the position, I remember there being a large number of banker positions open in my area.

It turns out that the turnover rate is horrendous.  This is because this job is not much more than a high-pressure sales position.  As opposed to the three paragraph job description above, the first two paragraphs never were applicable, but it was the third paragraph all of the time.

Unless something changed recently, I would not recommend working at Citizens Bank.

Top Job Titles	Average Salary
Teller 1446 salaries reported	$22.68 per hour
Banker 1341 salaries reported	$27.26 per hour
Janitor 27 salaries reported	$20.52 per hour
Branch manager 364 salaries reported	$101,280 per year
Client advisor 168 salaries reported	$177,321 per year

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