Small Business Relationship Manager

Overview
At Citizens, tailored advice, personalized experiences, and innovative ideas, products, and solutions, are central to helping clients navigate changing circumstances. In this role, you’ll deepen relationships with your clients by collaborating with peers across banking, lending and investing, helping them with short‑and‑long‑term financial goals. The Relationship Manager in the Virtual Channel is focused on understanding customer needs and building deep relationships with them. Consistent communication and call preparation are critical to understand customer needs and provide tailored solutions. Successful RMs in this channel have comfort using technology and digital tools in managing their customers and working with key business partners.

These individuals are self‑motivated, understand business banking solutions such as credit, deposit, cash management, and other services. They assess and determine product solutions independently and adapt to change in a fast‑paced team environment. They manage a portfolio of 325–350 small business customers, primarily with revenues between $500,000 and $5 million. They handle credit relationships up to $1 million and pursue referrals from customers. The role operates in an exciting sales culture, goaled to generate new loan, deposit, cash management, and other product solutions appropriate for the customer base.

Communication with customers is initially virtual via telephone, Teams, and email, with potential for chat, video, screen sharing, and other digital forms. The RM participates in developing targeted marketing support for the channel and provides continuous feedback to improve the relationship management process.

Primary Responsibilities

Report to the Citizens office location daily (not a remote position).

Understand customer situation and needs.

Conduct extensive pre‑call planning and preparation using sales tools such as Vertical IQ, Salesforce.com, and other research tools.

Proactively perform discovery calls with customers and prospects to understand their needs and recommend appropriate business solutions, applying independent analysis to determine which products best meet their circumstances.

Make outbound presentation sales calls to recommend solutions, including loans, deposits, cash management, merchant, payroll, wealth management, and other services, leveraging digital solutions like VantageLink.

Consult with various partners to meet customers’ business and personal financial needs, leading product recommendations and serving as the primary contact between the customer and partners.

Ensure service needs are met by working with key colleagues such as the Relationship Support Specialist, Contact Center, and other teams.

Complete administrative tasks, including daily Salesforce.com sales and calling reporting, and adhere to compliance requirements.

Qualifications

Bachelor’s degree or equivalent combination of education and experience (required).

2+ years in a Business Banking Relationship Manager role or related business lending experience (preferred).

Business‑to‑Business sales experience (required).

Motivated self‑starter with demonstrated leadership ability and potential.

Ability to thrive in a fast‑paced, demanding sales culture that focuses on new loan and deposit generation, cross sales, customer service, and satisfaction.

Proficiency with portfolio/account management (preferred).

Understanding of core business products and services and a proven track record of sales and outbound calling skills.

Excellent written and verbal communication and interpersonal skills.

Ability to develop strong customer and colleague relationships.

Equal Employment Opportunity
Citizens, its parent, subsidiaries, and related companies 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.

Why Work for Us
At Citizens, you’ll find a customer‑centric culture built around helping our customers and giving back to our local communities. We offer a supportive, collaborative workforce, access to training and tools to accelerate your potential, and opportunities to maximize career growth.

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