Citizens FAQ

Have questions about working at Citizens? Read answers to frequently asked questions to help you make a choice before applying to a job or accepting a job offer.

Whether it's about compensation and benefits, culture and diversity, or you're curious to know more about the work environment, find out from employees what it's like to work at Citizens.

All answers shown come directly from Citizens Reviews and are not edited or altered.

58 English questions out of 58

13 April 2021

Does Citizens offer relocation assistance?

Pros

Good benefit package and pto time

Cons

Long hours and unachievable sales goals

Good benefit package and pto time

13 April 2021

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23 January 2021

Does Citizens offer massages?

Pros

great staff great facility free coffee and hot chocolate

Cons

less growth opportunities than expected

free coffee and hot chocolate

23 January 2021

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11 June 2019

Does Citizens offer dental insurance?

Pros

The "pros" of working at Citizens Bank include good health insurance, dental insurance, vision insurance, life insurance, a 401(k) with a company match up to 4% (although you are not fully vested until you are with the bank for three years or more), off-site training with corporate trainers, and fringe benefits that offer discounts on various products and services.

Cons

The "cons" of working at Citizens Bank are numerous. The words: "screw up to move up" describe the mentality of many branches - particularly if you are the manager's pet. Colleagues with abysmal customer service scores, questionable ethics, and the lowest revenue in the branch were praised, while colleagues with the highest revenue in the branch, excellent customer service scores, and the utmost integrity were bullied. Human Resources works for the bank - not for the employees, so despite assurances from human resources that the bank indicates that they take toxic work culture, harassment, and hostile work environment seriously, they do not. I have been on repeated calls to address the aforementioned concerns among colleagues, and there is nothing that is done. Often, the manager accuses the victim of being petty - and in less than a year the victim is either terminated for poor performance or he or she resigns. Gossip and turnover run rampant. The incentive plan is often unattainable due to unreasonable goals. Rural branches have the same goals as urban branches, despite the foot traffic varying significantly. Also, I have seen colleagues miss an incentive payout for missing the checking account goal by ONE - despite having the highest revenue in the branch. NEVER count any getting an incentive payout because the bank will always find some reason not to pay it. The bank believes that colleagues do not enter fake appointments into their checkup software; however, when colleagues are micromanaged for not having enough appointments, there are still a fair amount of colleagues that enter fake appointments to satisfy managers. This may not occur throughout the bank's footprint; however, it still does happen. With pressure to open new checking accounts so high, colleagues will open a new checking account for a customer - even if a new customer originally wanted ONLY a savings account - after "selling" the customer on using the checking account as a savings account so the colleague makes goals. It makes me question whether the bank is more interested in doing what is best for its shareholders versus what is best for its customers. Lastly, the systems are redundant and the technology is antiquated. We had to enter the same information into multiple systems. Recycled leads are common, so on call nights we just simply called the same customers we called 90 days ago. This irritates customers and often leads to hang ups and rude responses from customers. Most managers have little management experience and were simply promoted due to their sales ability. A great salesperson, despite the bank stating otherwise, does NOT necessarily make a great manager. In most cases a great salesperson is a lackluster manager. Managers ofter little ongoing training and support and are often unavailable to meet with colleagues or customers often due to the fact that they need to be on endless conference calls with other managers. The lack of managerial support, appreciation, attainable incentive pay, and ongoing training are the biggest reasons this company has turnover.

Advice to Management

- LISTEN to your colleagues and make adjustments to provide managerial support, ongoing advancement, and process improvements - ADDRESS serious concerns including toxic work culture, harassment (bullying), and hostile work environment PROMPTLY - TRAIN MANAGEMENT to actually LEAD a team to success. - STOP MICROMANAGING!!! - INVEST in NEW TECHNOLOGY to allow both customers and colleagues to have a better experience - STOP PUSHING PRODUCTS and instead understand the customer to make recommendations that can help the customer - MAKE GOALS REASONABLE - Examine the population and demographic data of each branch before making goals. - SIMPLIFY THE INCENTIVE PLAN - It should be fair, easy to understand and reasonable.

The "pros" of working at Citizens Bank include good health insurance, dental insurance, vision insurance, life insurance, a 401(k) with a company match up to 4% (although you are not fully vested until you are with the bank for three years or more), off

11 June 2019

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5 October 2021

Does Citizens offer parental leave?

Pros

Great starting pay Wonderful maternity leave and benefits Quarter bonus potential Incentive rewards

Cons

High turn over Harsh goals Limited in branch career advancement

Wonderful maternity leave and benefits

5 October 2021

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19 September 2021

Does Citizens offer a wellness program?

Pros

I love Citizens! Excellent culture, benefits, PTO, and perks. Products are wonderful and sell themselves.

Cons

Branch life since transformation has been rough, very short-staffed, and challenging to use PTO when you need it. Current branch staffing requirements only work well if everyone in the branch is at work every day. New and upgraded systems significantly tax the computers, and tech support is not helpful. There should be a significant improvement when new technology is rolled out to the branches. Training is good but kind of fluffy in the development area. Soft skills training is highly accessible, but hard skills that can drive a transition in career path is not. Metrics are all that matter. Production requirements have doubled while incentive pay has been reduced by half on top of a small raise. I'm not a fan of doing the same amount of production as before but getting half of the incentive pay. Branch managers are being forced to wear all of the hats and are being held to unreasonable standards. Because of staffing issues across the board and being the only employee in the branch who can run a drawer and work platform, they get stuck on the teller line frequently. I always wanted to be a branch manager, but you could not pay me enough to do it here. Difficult to transition out of the branch. Quite frustrating when despite excellent production history, experience, and education, I cannot get even an interview for an operations position, but I am regularly cleaning up the messes made by colleagues currently in those roles. There is high turnover in all roles, so the people who are supposed to support the branches do not have the experience to do so.

Advice to Management

Focus on turnover! You have the culture that people want to work for, but the jobs themselves force people out. Take a step back from micro-managing every metric that can be tracked. Most bankers could be high-performing colleagues if they could stay in the position long enough to build trust with customers. Banker/customer relationships cannot be artificially manufactured. Customers want to do business with faces that they know and trust, and they bring their friends and family with them.

Excellent culture, benefits, PTO, and perks.

19 September 2021

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58 English questions out of 58

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