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Citizens Bank Citizens Pay Business Issue Manager (Remote) in Helena, Montana


Citizens Pay is a leader in the Point of Sale Financing market and is experiencing rapid growth, partnering with leaders including Apple, Microsoft, BJ’s, Sole Fitness, and Vivint. We are giving consumers the power to upgrade their purchases and merchants to upgrade their businesses, by offering easy, transparent, and predictable Buy Now Pay Later payment options.

The Business Issue Manager role is responsible for driving the effective resolution of issues and incidents that have significant impact to our colleagues, our customers and our business.

Issues range in financial impact, regulatory, failed processes and other reputational impacts that could significantly impact the Citizens Pay business, its businesses and its fundamental ability to operate. These impacts could be from a variety of sources, and include: fraud, information security data breaches, people disruptions, and customer impacts –effective and robust business incident management delivery is critical to reducing the risks, minimizing the impact on customer service, and controlling financial losses when the organization is impacted by an incident of any nature.

Responsibilities will include (but will not be limited to):

  • Ensuring that issues are resolved in a timely manner, with appropriate actions to mitigate business/customer/colleague impact using standardized company policies and procedures.

  • End-to-end management of incidents and issues including performing triage, documentation, categorization, prioritization, alerting, reporting and Post Incident Review activities.

  • Analyzing business situations and assessing incidents against policies and procedures to identify issues, areas for action with recommended action to be taken and resolutions.

  • Exercising independent judgment with SME’s and senior stakeholders to provide comprehensive analysis of all incidents and influence stakeholders to make decisions and take action

  • Utilizing independent decision-making authority to help determine (in conjunction with resolver groups) whether or not it is likely that all actions and decisions agreed to could resolve the issue and preventing the incident from reoccurring and providing challenge to any activities as needed

  • Engaging in cross-training activities to expand extensive institutional knowledge of all operational functions of the bank and utilizing them in a facilitator capacity in an effort to ensure that all activities surrounding the incident are conducted


  • 3 or more years of banking / financial services experience with a focus on issue resolution, operations and processes in the consumer and / or commercial banking space

  • 3 or more years of experience managing complex issues in a fast paced, high pressure environment through rapidly created working groups, which include stakeholders and senior executives

  • Ability to manage a wide variety of incidents under tight deadlines

  • High energy, innovative individual who is motivated by challenging assignments.

  • Demonstrated analytical, organizational and problem-solving abilities with a high attention to detail

  • Proven interpersonal, oral and written communication skills.

    Education and certifications:

  • Bachelors required,

  • Certifications in business continuity or other emergency management / incident response area preferred

    Hours & Work Schedule

    Hours per Week: 40

    Work Schedule: Monday through Friday 8:30AM – 5:00PM

    *This position is not available in Colorado

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. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

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 or perceived 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.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.