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Commercial Customer Service Representative
What’s the best way to have a lack of compensation and incentive conversation in your department? I went above and beyond for years doing extra work, organizations etc and nothing has been reflected in pay. I thought my 5 year was going to finally show something but it did not. I’ve inquired about pay but it’s gotten nowhere.
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Top Review Highlights by Sentiment
Excerpts from user reviews, not authored by Glassdoor
- "Benefits are good but have been cut since RBS' desire to spin off the bank" (in 368 reviews)
- "Citizens has a lot of really great people who are dedicated to what they do on a daily basis." (in 231 reviews)
- "good pay depending on who hires you and what region you work in" (in 179 reviews)
- "Good Work life balance for employees" (in 127 reviews)
- "It also feels great to help my colleagues and team when we have a real challenge to overcome." (in 107 reviews)
- "Management is hired in without ANY banking experience resulting in poor management." (in 156 reviews)
- "Poor upper management and disorganized retail structure." (in 110 reviews)
- "depends if you get a good manager or not." (in 106 reviews)
- "No bonus below Vice President" (in 50 reviews)
- "Long hours and a lot of red tape with risk / cyber groups to implement anything" (in 48 reviews)
Ratings by Demographics
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Found 3,876 of over 4K reviews
Updated Sep 18, 2023
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- 5.0FEATURED REVIEWAug 10, 2023HR AssociateCurrent Employee, more than 3 yearsJohnston, RI
I started at Citizens in one of their Early Career Development Programs for recent college grads. The support I received from the colleagues here has been overwhelming, in my program and beyond. The program curriculum was thoughtfully designed to give us exposure to senior leadership and executives (including facetime with the CEO), as well as career guidance and experience rotating through many different targeted business areas before finding my permanent role a year later. I received support and hands-on-learning every step of the way. The program gave me career resources, such as a mentor, networking opportunities, formal presentation skills and experience working in cross-functional teams to complete a team-based project with other program participants across the bank's footprint. Having this support early on in my career made all the difference and has positively impacted my career, even today. Citizens' commitment to career development isn't limited to early career though, they provide you support for the lifetime of your career through formal and informal learning opportunities. Internal mobility is promoted and welcomed, with various chances to learn about new internal openings and teams. There are plenty of touchpoints to receive and provide feedback with your manager, with more structured conversations happening twice a year. Managers are encouraged to help build and support your growth plan and help you learn new skills. I'm incredibly happy in my role today and feel supported by my manager, the benefits and my amazing team. Everyone is truly so nice and willing to help. Whether you're just starting out, or have more tenure, Citizens is there to support your career development and growth both personally and professionally.
Nothing I can think of!Citizens Response2mo
Thanks for leaving such a review and for all you do here. We're so glad you chose Citizens as the place to start your career - and continue it! Keep up the great work!
- 5.0Aug 21, 2023Fraud AnalystFormer Employee, more than 3 yearsMedford, MA
Enjoyed the relationships I built here
Micro management and lack of professionalism from teamCitizens Response4w
Thank you for sharing your thoughts, we appreciate all your hard work during your time here and appreciate your feedback.
- 1.0Sep 12, 2023Personal BankerCurrent Employee, less than 1 year
My work location has parking.
Too much of a micromanaged environment, intense pressure to bring in new money every day! upper management seems desperate, upper management micromanages managers intensely daily to the point it comes down to the staff not feeling comfortable or good about their positions at the bank is too much stress. The pay is very low for all the extra work they ask of us, such as going outside to get new customers going to colleges and getting students to open accounts or getting student loans. they have business bankers for that who they pay not us. we don't get anything in return. Compare to other banks as for personal bankers who get a really good comission . here at citizens while not giving us a good incentive plan to bring in new business. i work in an area where is only retirees and low income people, how they expect us to bring 8.5 millions in order to meet our branch goal in a quarter. Unrealistic goals. I come from chase and citibank where the hard work is paid forward. here at citizens commission is a joke compared to other banks. you break your back the max they give you is 1300 if the branch and you meet goal I regret switching to this bank. If you take a look this is why a lot of your managers and bankers are leaving the company.Citizens Response5d
Thank you for taking the time to share your feedback. We're sorry to hear you are not enjoying your time with us. If you'd like to share more so that we can look into your concerns, please contact the HR Service Center (email@example.com).
- 2.0Jul 20, 2023Anonymous EmployeeCurrent Employee
If one survives working at Citizens for long enough, there seems to be plenty of room for movement and growth throughout the organization. The facilities are very nice and relatively easy to get to. Lots of movement across departments, but most people seemed to be running away from something, rather than pursuing their next interest/role.
There is plenty of talk about driving toward innovation and growth in public and collective forums; however, the decision-makers have limited experience beyond working at Citizens. Their limited perspective lends itself toward intimidation tactics and fear-based decision-making. If you have a degree that you’re proud of (or the desire to attain one) don't bother working here, many people at and above the title of 'Vice President' don't have a college degree. This - combined with the reality that nearly all employees are from New England - creates a myopic and close-minded culture, which is prone to stereotype other cultures and regions within the US and beyond. You will be expected to have an active status (a green checkmark) on your Microsoft Teams from 8:00 a.m. - 6:00 p.m., which makes commuting a bit tricky, especially when your manager is working remotely, thus having an extra two hours per day to monitor the status of employees on Microsoft Teams...it also makes going to the restroom or grabbing lunch a bit difficult, so you might want to bring a colostomy bag and a protein shake to work. If you simply need a job, they'll probably have one for you, but if you are looking for fulfillment, career development, and a greater sense of purpose, then I'd consider looking elsewhere, pretty much anywhere.1Citizens Response2mo
Thank you for taking the time to share your feedback. Please consider contacting the HR Service Center (firstname.lastname@example.org) to share more information about what you experienced so that we can look into and address as appropriate.
- 1.0Aug 19, 2023Deposit Operations SpecialistFormer Employee, less than 1 yearPittsburgh, PA
Pay is good, benefits are good.
Little to no training. Very archaic ways of doing things. No supervision.Citizens Response4w
Thank you for taking the time to share your feedback. We’re sorry to hear that your time with us wasn’t what you hoped it to be. We take all concerns seriously and would like to better understand your perspective. Please consider contacting the HR Service Center (email@example.com) to share more information about what you experienced so that we can look into and address as appropriate.
- 2.0Sep 10, 2023Loan ProcessorFormer Employee, more than 3 yearsCincinnati, OH
Job itself is not hard. Easy to catch on to.
Was hired expecting to only need to be in office 1 time per week, within the first 6 months on the job was forced up to 3 times a week. Company started pushing phone calls and expected 23 calls a day as if it was a call center. Micro managing to the max. No room for growth.Citizens Response5d
Thank you for sharing your thoughts. We're sorry to hear you did not enjoy your time with us. We encourage you to email Citizens’ HR Service Center (firstname.lastname@example.org) so that we can look into your concerns.
- 5.0Aug 1, 2023Fraud Operations SpecialistCurrent Employee, less than 1 yearBoston, MA
Everyone in the office is very kind and down to earth. Job isn’t too overwhelming and you work pretty good hours. You get to be remote 3 days a week. A lot of people have worked there a long time so you’ll get a good trainer. You can take PTO/sick time even as a new hire. You’re encouraged to ask for help when you need it. It is easy to take sick time when you need it and managers are very understanding of personal issues. I’d easily give 5 stars if pay was a bit higher.
Salary was lower than I was expecting. I have not been here very long, but I’ve seen reviews saying the typical bonus is only 1-2% which does concern me since I live alone in a high cost of living area. I have not been here long enough to receive a raise so I’m hoping that is inaccurate information.Citizens Response2mo
Thanks for taking the time to leave your thoughts. We're glad you're enjoying your time here and feel supported by your colleagues and the culture here.
- 2.0Aug 11, 2023Personal BankerFormer Employee
You can develop valuable selling skills at Citizens and hone them. It is very possible to work in an exciting and upbeat branch with high morale.
Convoluted and often redesigned bonus structure that is always poorly constructed and encourages bad practices. Very branch specific experience as far as morale of staff and quality of manager if you work in-branch. You can and will be easily replaced at this company for somebody who will make less money and do the same work as you. The in-branch experience is often a fairly thankless job, with both customers and upper management capable and more than willing to have a negative impact on your day.2Citizens Response2mo
Thanks for taking the time to leave your feedback. We take all feedback under consideration and appreciate you sharing your thoughts.
- 4.0Sep 15, 2023Vice PresidentFormer Employee, more than 5 yearsNew York, NY
Great place to start a career and learn, more crossover than bigger banks, great benefits and good pay.
Most bankers are older and aren't going anywhere. They also, generally, aren't very happy.Citizens Response5d
Thanks for sharing your thoughts. We take all feedback under consideration and appreciate you sharing your thoughts.
Citizens Reviews FAQs
Citizens has an overall rating of 3.7 out of 5, based on over 4,085 reviews left anonymously by employees. 70% of employees would recommend working at Citizens to a friend and 63% have a positive outlook for the business. This rating has decreased by -1% over the last 12 months.
70% of Citizens employees would recommend working there to a friend based on Glassdoor reviews. Employees also rated Citizens 3.8 out of 5 for work life balance, 3.7 for culture and values and 3.6 for career opportunities.