senior customer service representative

relationship manager

customer service representative

business services representative

senior credit analyst

Citizens Business Bank

While I worked at Citizens Business Bank, two factors took their toll on my mental health, well-being, and opinion of the company. I'll add a third but it wasn't as bad as the first two to me.
Firstly: management was obsessed with profit. Certain decisions predictably led to customer complaints. But it was all okay if it made more profit, management was enthusiastic about it even after many complaints. They used awful logic to justify it to the employees, and poor explanations to obscure specifics to customers. I didn't ever hear from anyone above my boss's rank, unless it had something to do with profit.
Secondly: Covid policies were bad. During my employment, on two occasions someone in our team got infected. I had issues with their specific instructions, lack thereof, how they treated time off, copy-and-paste e-mail notifications, preferential work-from-home policies, and probably a few other things related to Covid.
Thirdly, I was given a task which was not in my job description and outside auditors pointed out should be done by a different department. Months later I was asked to do it again. I flat out refused, pointing out to my superiors what the auditors had said. They never asked me again.
I really liked my co-workers and continue to keep in touch with my then supervisor. But I had reached my limit and needed to leave  when I did.

A typical day at work involves reviewing reports, customer account information, manage teller workload, processing customer transactions, managing new company policy and procedures, ensure we are in compliance with all federal and local state laws, and customer service. I learned how to prioritize and organize my days so I will have an effective and productive work day every day.I have also learned how to read and utilize reports to help achieve our center's objectives with growth, revenue, and consistently staying in audit compliance. Management is very good. My direct manager meets with me once a month and we go over leadership skills I can work on and any available career growth opportunities. The only problem, is because the bank is so small, career growth is very difficult. My next level position becomes available every few years. The most enjoyable part of my job is helping our customers succeed with their financial goals, and knowing I was able to help our center be successful with revenue growth, staying in audit compliance, and providing exceptional customer experience.

Their system and way of doing everything is stuck in the 80’s!! They refuse to invest the money to fully update their systems in order to keep up with modern banking technology and that’s why many upon many of their tasks are on good old fashioned paper. You have to go into the computer and look through a maze and a treasure hunt to find each form you will need to print as each form pertains to whatever your issue working on at the moment. Pay sucks compared to other banks and all the tellers are part time so there is no full-time positions and they say they will move you up and get raises but they don’t they rather have you leave and hire somebody else. The turnover is high there. The actual people that I worked with were very nice and were a pleasure to be around however many of the managers don’t want to be bothered because they also are flooded with paperwork. I’d say the root of the problem is that they need to fully update the systems because it would be a lot less work on everybody.

In some departments:
Inconsistency is part of a normal day.
Procedures are not up to date.
If questions are asked they are met with sarcasm, eye rolls and sighs.
If you question processes or procedures some supervisors will make your days miserable and keep riding you until you quit. 
If you ask other people for help some will report it to your supervisor that your are asking for help. 

Management unprofessional and lack people skills

No cellphone rule for some areas within building however supervisors are seen using them for personal calls and social media. Good luck bringing that up to managements attentions.
Complaints are not taken seriously so there is no need going to senior Management or Human Resources. 

You need to speak when spoke to, don’t question anything and you will be fine.

Management is condescending and is always getting upset when trainee asks for help or asks questions during training. HIPAA policy is constantly being violated due to management allowing employees to Google customers address and talk about it while other customers  are around. Employees DO NOT work as a team! Employees who have been working for the company longer than 10+ years still don’t comprehend how to do a cashiers check, wire, the atm, etc. and expects a trainee to teach them. Management practices favoritism allowing some people to show up and sit there while the rest of the employees practice doing the daily routines. Employees are expected by management to show up to work and prove to everyone they are sick in order to be sent home and then consider it a sick day (If not your lying because you didn’t look sick the day prior). 

Great!! 
a rewarding and growth-oriented experience. The company fosters a strong culture of integrity, teamwork, and customer focus. From day one, I felt supported by leadership and encouraged to continue developing professionally.

What I appreciate most is the emphasis on both employee and customer satisfaction. Management is approachable and always willing to listen, and there’s a real sense of collaboration across departments. Training is thorough, and there are plenty of opportunities to learn new skills, take on challenges, and move up within the company.

The work environment is fast-paced but fair, with a clear focus on compliance, service excellence, and helping clients reach their financial goals. I take pride in being part of a team that truly values doing what’s right—for customers and for one another.

Very conservative loan administration with a low low risk tolerance. They are good at what they do. Strong preference for CRE lending, which has served them well over the past 18 years or so. I was retained by management after the bank purchased American Security Bank in 2014. I was employed at AmSec Bank since 2012 after being recruited to assist with a BDO established in Ontario, Ca.

The most enjoyable part of the job was the relationship building and establishing of relationships with fantastic customers.

CBB has a very strong sales culture and dynamic sales leadership.

What is the best part of working at the company?
customers are friendly. You have a set schedule 

What is the most stressful part about working at the company?
management gives you their work when you already have a lot on your plate.

What is the work environment and culture like at the company?
you can't trust anyone you just keep to yourself and do your work which makes it uncomfortable you should be able to interact and do your work in a peaceful atmosphere but its not like that.

What is a typical day like for you at the company?
sign in grab your cash help customers and do paperwork, file, fax, call customers on phone, balance your cash.

I came from a retail bank making the move to a business bank was a big change. I love it! hardly any foot traffic at my branch but a lot of back office work to be done. Mostly phone calls and emails. Great co-workers, a quite place to work which allows you to finish your tasks and respond to emails and phone calls in a timely manner. Definitely not as stressful as retail banking but be very careful when processing transactions. You really have to pay attention to what you do. The computer will not do the thinking for you.

Preferential treatment is prevalent here especially since pandemic started so senior management is not to be trusted.  Your contribution only be recognized depends on which department you work for.  The same people get awards or recognition year after year.  There is very small pay increase annually and the work environment very isolated with very little interaction or team work.  Insurance benefit is below average at best.  When the bank grow, the work just piled on you a only people get rewarded with bonuses or incentives is upper management.  

Top Job Titles	Average Salary
Senior customer service representative 70 salaries reported	$21.46 per hour
Relationship manager 46 salaries reported	$142,227 per year
Customer service representative 9 salaries reported	$21.50 per hour
Business services representative 40 salaries reported	$21.50 per hour
Senior credit analyst 18 salaries reported	$121,682 per year

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