SMART Services Department

We are here to help you when you need us!


(800) 977-2265 


For your security: Do not send account or personal information in an email message. Instead, login to our secure BankMail.

Welcome to Citizens Bank's SMART Services Department. We value your relationship and your satisfaction is important to us. If you are seeking information or questions about our products and services, our knowledgeable, friendly SMART Services Department Associates are available to help you with all your banking needs.

Our SMART Services Department Associates are dedicated to assisting you in a number of ways. For your privacy and protection, they will ask security questions about you and your account to ensure positive verification about your identity.

We are ready to help and only a phone call away. Here are some Frequently Asked Questions (FAQs):


Q: Why did I receive a monthly fee?

The monthly fee on your account is used for maintaining your account. You are charged monthly fees only on services you use.

Many of our accounts are FREE and even provide opportunities for you to earn REWARDS by doing a few simple things that makes life easier. See our separate account pages for the individual REWARDS available.

Q: How do I reorder checks?

When it's time to reorder, access the page by clicking on the “Check Reorder” link in the footer of the Citizens Bank website. Or call or come by one of our branches today and one of our Customer Care Specialist will be glad to help.

Q: Where can I find more information about my current account? What if I want to change the type of account I have?

One of the easiest ways to track information about your account is through online banking . If you are already set up for online banking, you can log in through the Online Banking section of the Citizens Bank website.

If you have not signed up for our online services yet, contact our SMART Services Department at 1-800-977-2265 (BANK) to sign up for easy banking wherever you are.

To change the type of account that you have, contact one of our Customer Care Specialist at your nearest branch and tell them you would like to switch accounts. To see what account options we have to better serve your needs, use our menu at the top to select the category of accounts you are interested in.

Q: What are my statement options?

We offer e-statements free to all of our customers. These are clean and efficient, and you can access any of your statements from the past 18 months through your online banking.

If you haven't signed up for our online services yet, contact our SMART Services Department at 1-800-977-2265 (BANK) to sign up.

Q: I'm not receiving my e-statements notification. What should I do?

e-Statements notification is set up to go to the email address you've provided for your account. If you're not receiving your scheduled notification, you may want to check your account profile for any needed updates to the email address. You can verify your address and adjust it as needed. Once notified you will just log into our secure site to view or print your statements. 

If you're still not receiving your notification, contact our SMART Services Department at 1-800-977-2265 (BANK) for support.

Q: When will my funds that I deposited today be available?

Any of the follow types of deposits are available for you the same business day: cash, electronic deposits, treasury checks, money orders, bank checks, government checks, cashier's checks, certified checks, teller's checks, and "on-us checks." For questions on any checks that do not fall into these categories, please contact our SMART Services Department at 1-800-977-2265 (BANK).

Q: What is the Bank Routing Number/Transit Number on my checks?

The Bank Routing Number/Transit Number is the first nine digits that appear across the bottom of a personal check. The Bank Routing Number precedes your account number, and is used to identify the issuing financial institution. Citizens Bank’s routing number is 064205388.

Q: There was a withdrawal/debit from my account I did not authorize. What do I do?

Call us or stop by your nearest branch right away.

Q: How do I stop a payment that has been sent?

If you've sent your payment through the mail, a stop payment can be applied in order to reject the payment. The stop payment must be requested before the check is cleared by the payee, and the standard stop payment fee will apply. To order a stop payment on a bill pay request, log into Online Banking, click on Bill Pay, and select Payment Inquiry from the menu. Choose "Stop Payment for the Reason of Request," and complete the rest of the requested information before submitting. Electronic payments, unfortunately, cannot be stopped after they have been processed. For payments made electronically, you will need to contact the payee directly about reimbursement.

Q: Why did I receive a Paid Overdraft Fee or an Insufficient Funds Fee? How can I avoid overdrawing my account?

A Paid Overdraft Fee occurs when you make a payment to non-sufficient funds in your account. You can avoid many of the hassles involved with overdraft fees by protecting your accounts with Citizens Bank’s Bounce Protection options. To read more about these options, under Convenience Services on our website. The best way to avoid overdrawing your account is through smart money management.

Q: When will my deposited funds be available for withdrawal, writing checks or transfer?
Typically, your funds will be available for withdrawal or transfer by the same business day.

Q: My check card is missing / has been stolen. How do I get it turned off and order a new card?
Contact our SMART Services Department immediately at 1-800-977-2265 (BANK) , and we will turn the card off. If you need to contact us after hours to report a missing or stolen card, call 1-877-275-6839 .

Q: What is the minimum amount needed to open a deposit account? CD? MMA? Checking? Savings?

Depending on the type of deposit account you wish to open, your minimum amount to open the account will vary. You can find the minimum initial deposit and other account qualifications on the separate pages for our personal deposit accounts or by contacting us.

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Q: What is a HELOC?

HELOC stands for Home Equity Line of Credit. A HELOC allows you to take out a revolving credit line based on the equity you've build in your home.

Q: What is the difference between a HELOC and a Mortgage Loan?

A Mortgage Loan provides you with funding toward the purchase of a home. Once you begin to build equity in your home, then you can take out a HELOC (Home Equity Line of Credit), which uses your home equity as collateral against your loan.

Q: How much can I afford to borrow?

Take a look at our Financial Calculators. These are excellent tools for projecting Q: What types of loans does Citizens Bank provide?

We offer you a variety of personal loans--from home mortgages to auto and RV loans to personal loans and lines of credit. Citizens Bank also offers a variety of terms that you can choose from to find the option that works best for you. You can see some of our different loans by looking through our menu at the top of the page. For more information on all of our loan options, call us to talk with one of our Loan Specialists.

Q: How long should it take to get a simple loan?

CITIZENS BANK can typically submit a loan for approval, make a decision, and close the simple loan within a day. If you're not sure whether your loan falls into this category, you can contact our SMART Services Department at 1-800-977-2265 (BANK).

Q: What is APR?

APR is the annual rate that you pay as a fee for borrowing with our loans. APR is expressed as a single percentage number that represents the actual yearly cost of funds over the term of a loan. This includes any fees or additional costs associated with the transaction.

Q: What are closing costs? Why does a bank charge for this?

Closing costs are fees paid by the borrower at or near the end of a real estate transaction--including, but not limited to points, title service costs, appraisal and inspection fees, recording fees, and state and local taxes. These fees may vary depending on your loan program and where you live.

CITIZENS BANK charges for closing costs, since we incur a number of these expenses when processing your loan. For more information on our personal mortgages, contact a loan specialists at 1-800-977- 2265 (BANK).

Q: Do you offer loans for purchasing a home? Mortgage?

Yes, we do. You can find more information about our mortgages on our Home Loans page or call one of our Loan Specialist today!

Q: What is collateral?

Collateral is something pledged as a guarantee, showing that you intend to repay your loan. If the loan is not paid back, the collateral is forfeited and is used for repayment to the lender.

Q: Why should I use my home for collateral to get a loan?

By using your primary residence as collateral in the case of a HELOC, you receive the best possible interest rate found with any loan, and terms can be spread out as far as 10 years with limited closing cost. As with your home mortgage, you also have the potential to deduct your interest charge from your taxes. (Talk with a CPA for more detail.)

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Q: What is Citizens Online Banking ?

Online Banking is a service that allows customers to access account information and complete various financial transactions. You can log in to Online Banking 24 hours a day, 7 days a week, from any computer with Internet capabilities. Enroll today.

Q: How do I enroll for Online Banking? 

To begin using Citizens Online Banking, you must complete an application by visiting any one of our locations. We will assign you a Citizens Online ID and Password to use when signing on to the system. Once you sign on to Citizens Online, you will be prompted to create your own unique Password. The Password must consist of 8-25 characters and you must use alpha, numeric and supported special characters. 

During the initial login you are required to set up a question and answer for the "Self Password Reset" function at the login site. By doing this you will be able to reset your own password anytime, day, or night, provided you have a valid email address. For more information, simply click here. Or to download the Online Banking Brochure simply click here.

Q: How do I change my Password? 

At first log in or if your password has been reset, you must create a new password. If desired, you can also change your Citizens Online ID.

From the Citizens Online home page select "Personal Setting" and under the "Modify Login Information" tab following the directions to change your Citizens Online ID or Password.

Q: What if I forget my Personal ID, Password, or Security Question answers?
Call Citizens Bank SMART Services Department at 1-800-977-2265 (BANK) during regular business hours. After proper ID verification, we will give you instructions regarding your Citizens Online ID or Citizens Online password.

Q: What can I do in Online Banking?

When you log in to Online Banking you can view information or complete various transactions, including:

  • View account balance, check images and transaction information.
  • Pay bills online to anyone, anywhere in the United States.
  • Move funds easily between your Citizens Bank accounts.
  • Enjoy the convenience of FREE Online Statements
  • Receive Account and Security alerts by email or mobile phone.
  • Manage your personal information and accounts.

Q: How current is my account information?

Online Banking offers you the most current balance and transaction information available. Most account information will show immediately as transactions are processed throughout the day.

Q: How do I set up account alerts?
From the Citizens Online home page select "Alerts Main" and select the various "Alert" tab options for alerts regarding Current Event, Current Balance, Current Item, and Current Personal Alerts .

Q: Can I transfer money to other financial institutions?

No. Transfers can only be performed between Citizens Bank accounts. However, by utilizing Citizens Bill Pay you can make payments to anyone, anywhere in the United States from your Citizens Bank Checking account. Not enrolled in Bill Pay yet? Enroll today.

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Citizens Online Bill Pay FAQs:

Citizens Pay Basics

Q: What is Citizens Pay?

Citizens Pay is a service that allows you to pay virtually anyone or any company through your online banking account. You determine who you want to pay, when you want to make the payment and which account you want the payment to come from. It's safe, secure and easy to use. For more information, simply click here.


Q: Who can I pay with Citizens Pay?

You can pay virtually any business or individual with a mailing address within the United States and Puerto Rico. For example, you can pay utilities, cable bills or credit cards, or individuals such as a landlord, babysitter or relative.

Getting Started with Citizens Pay

Q: How do I enroll in Citizens Pay?

It’s easy to enroll for Citizens Pay. Just log in to your account and click the "Bill Pay" link to access the short enrollment form. 


Q: How do I start using Citizens Pay?

The first step is to add a payee, the person or company you wish to pay. Here’s how easy it is:

  1. Log in to your account and click the "Bill Pay" link.
  2. Click the "Add a Payee" button on your home page dashboard. 
  3. Enter the requested information. Typically this information can be found on your latest bill statement.

Once you add your payee, you can start making payments in seconds.


How Citizens Pay Works

Q: How are online payments delivered?

Payments are sent one of two ways—electronically or by paper checks. The majority of payments are delivered electronically. Your payment information, such as your account number, is sent via secure transmission. All other payments are made by paper checks that are mailed via the U.S. Postal Service.


Q: Is Citizens Pay secure?

Paying bills online is one of the safest ways to pay your bills. Citizens Pay helps guard against identity theft from lost or stolen checkbooks, bills and statements. It also increases your privacy because only you can access your account information, account numbers and payment history. As a result, you maintain tighter control of your account with real-time access to your payments activity.


Q: How long does it take before my payment is received?

Generally, your payment is received within 2 to 7 days, depending on whether or not it is sent electronically or via paper check.


Q: How are the scheduled payments processed with Citizens Pay?

Most scheduled payments are sent electronically and funds are withdrawn from your account on the payment date.

Citizens Pay Benefits

Q: What are the primary benefits of Citizens Pay?

 Here's a quick list of the many ways you can benefit from using Citizens Pay.

  1. Save time. With Citizens Pay, you can receive and pay your bills online, all in one place. That means no more visiting multiple websites to pay bills or trips to the post office to mail checks. In addition, smart features such as recurring payments allow you to automate regular bill payments.
  2. Save money. Paying bills online saves on postage, envelopes, late fees and checks. If you pay just 10 bills per month, you can easily save over $110.00* per year.
  3. Stay organized. Your payment history is stored in your online account, so you won't have to sort through paper receipts or visit multiple websites to access past transactions.
  4. Gain peace of mind. Paying bills electronically means no risk of mailed checks getting lost or stolen. Plus, you can stop worrying about missing a bill payment when you set up reminders and automated recurring payments.
  5. Help the environment by saving paper. With Citizens Pay, there are no checks to write or envelopes to mail. That's good news for you and the environment.

*Savings are approximate and based upon the average annual cost of stamps, envelopes and checks required for paying 10 bills per month.


Q: What is eBill?

eBill is a feature that allows you to receive and pay electronic summary versions of paper bills directly from your Citizens Pay account.


Q: How do eBills work?

eBills are delivered directly to your Citizens Pay account. Once you set up an individual eBill for a company you do business with, an eBill comes directly from that payee to your account. Examples of businesses that offer eBills are cable service providers, phone service providers, utility providers and credit card companies.


Q: Will I still receive paper statements when I have eBill?

You will also continue to receive paper bill statements unless you contact the payee to stop sending those statements.


Q: How will I know if eBill is available for a payee?

If a payee offers eBill, there will be a “Set up eBill” link next to their listing on your Citizens Pay dashboard.


Q: What are the primary benefits of eBill?

With eBill, everything you need is in one convenient location. Using eBill allows you to streamline your Bill Pay routine and have online access to your bills. That means you won't have to keep track of paper bills. In addition, you can view past bill summaries at a glance.


Q: What information is included in an eBill?

Balance due, due date and minimum payment amount are included in your eBill. If you need additional details, there will be a link that lets you log in to your account on your payee's website, or you can check your paper statement.


Q: How do I pay an eBill?

To pay an eBill, simply choose the account you want to pay from, enter the amount you want to pay and schedule when you want the payment delivered.


Q: How do I know when I have received an eBill?

You can sign up to receive an electronic notice to alert you when an eBill has been delivered to your account. You can receive these notices in the form of emails or text alerts to provide an extra reminder when a payment is due.

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Citizens Mobile Banking Basics

Q. What is the mobile banking app?

The mobile banking app lets you access and manage your bank, bill pay and credit card accounts at the speed of life. That means you can pay bills, view transactions and transfer money from anywhere at anytime. For more information, simply click here.


Q. Why should I use the mobile banking app?

A. The app gives you the ultimate freedom and flexibility to keep up with your busy life. When you have the mobile banking app, you can:

  • Make bill payments anywhere. Add bill payees, view all your upcoming bills, make payments and access your payment history.
  • View transactions anytime. Get an up-to-the-minute view of your cash flow and finances in real time from your dashboard.
  • Make transfers anyplace. Now you can securely move money between your accounts at Citizens Bank.


Q. How does it work?

A. The mobile banking app converges your financial accounts into one simplified app that can be securely accessed at anytime, anywhere.This provides you with real-time access to your bill pay account, bank accounts and credit card accounts.


Q. How does the app identify my upcoming bills?

The mobile banking app uses something called"predictive modeling." This analyzes recurring transactions and payment patterns to identify upcoming bills. As a result, you get a holistic view of your past and future transactions.


Q. How will I know when updated versions of the app are available?

Once you download the app, you will be automatically notified of new versions when they become available

Getting Started with Citizens Mobile Banking

Q. How do I download the mobile banking app?
A. Download the app on the App Store or Google Play.

Q. How do I start using my app?
Follow these simple steps:

  1. Touch the app icon on your home screen.
  2. Follow the on-screen guide and enter your account information.
  3. For additional security, you will also be asked to create a four-digit passcode. The passcode will be required each time you launch the app.

To download the Citizens Mobile Brochure Click Here. If you cannot remember your login information or the answer to your challenge question, please contact us for assistance.

Q. Are there any requirements to use the app?
In order to use the mobile banking app:

  • You must be enrolled in online banking at Citizens Bank.
  • You must have: Apple iPhone® with iOS 7.0 or above or Android 4.0.3 or above.

Security and Privacy

Q. How secure is this app?
The mobile banking app is extremely secure. We use a variety of methods to ensure that all data is stored securely in our U.S.-based, world-class Tier-3 data centers. In fact, you can rely on the same security measures that we use for online banking. All of our services are "N+1 redundant," which gives you a deeper layer of protection and continuous reliable service. This includes facilities, networking equipment and the servers that host our app. In addition, our data retention and business continuity plans are comprehensive and our employees maintain organization security measures designed to keep your data safe. You should also know that at no time do we share your information with a third party or another financial institution.

Q. How can I prevent others from using the mobile banking app on my phone?
Upon initial setup, you will be asked to create a four-digit passcode. This passcode will be required each time you launch the app and can be changed in the app's settings. Please keep your passcode private for your protection.

Q. Who will see my bank information?
Only you will see your bank information. Your information is never shared with a third party or another financial institution.

Q. Is this app safe to use over Wi-Fi?

Yes, the use of the mobile banking app over Wi-Fi is no different than using it on your phone's data connection. All data is sent over an encrypted Secure Socket Layer (SSL) connection.

Q. What happens if I lose my phone?
We can remotely wipe the mobile banking app to ensure your data is cleared from the phone. Please contact us for assistance if your phone is lost or stolen and you would like to initiate a remote wipe.

Q. What happens if I change my password in online banking?
If you update or change your online banking password, you will be asked to re-authenticate your identity within the mobile banking app. After successful re-authentication, you may continue app usage.

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Citizens Online Banking Security

Q: Is Citizens Bank Online Banking secure?

Yes. We use advanced encryption technology to ensure your information stays safe and secure. And only you have access to your accounts with your Personal ID and Password. We strongly suggest you do not share your Personal ID, Password, PIN or account number with anyone. And please know that Citizens Bank will never request this type of information via email.

And, be assured Citizens Bank always:

  • Uses the maximum levels of online security and monitoring technology to ensure your safety.
  • Implements strict policies and procedures to safeguard your personal information to keep it confidential.

View additional online security information to help you recognize and prevent fraud and report identity theft.

Q: What are Security Alerts?

Security Alerts are emails automatically sent to your primary email address when certain events occur, such as changes to your mailing address or Personal ID. They do not reference a specific customer's name or account number. Being alerted promptly about these types of changes can help you detect and stop potential fraud.

Q: What is the easiest way to identify an email that I have received as a possible phishing email?

Phishing emails will tell you that you must use a link provided to verify or change your account in some way. Citizens Bank will never send an email asking you to do this, or for personal or account information.

Q: How can I increase my own security when Banking online?

Some ways to increase your security are:

  • Make your Password alpha-numeric, change it periodically and keep it confidential.
  • Install anti-virus and firewall software on your computer.
  • Never share any personal information, especially social security numbers, account numbers, or log in and Password information via email.

Contact the Citizens Bank SMART Services Department at (877) 977-2265 (BANK) if you suspect fraud has occurred on your account. Visit the Online Security section of for additional security information.


Q: Who is eligible for Citizens Remote Check Deposit?

All customers that: 

  • Are enrolled in Citizens Online
  • Have an account in good standing

Q: How do I enroll in Citizens Remote Check Deposit?

It’s easy to enroll for Citizens Remote Check Deposit. Simply be enrolled in Citizens Mobile Banking and downloaded the app on your smartphone or electronic device. Open and log into Citizens Mobile. For step by step instructions on how to enroll, simply click here. Or to download the Citizens Remote Check Deposit Brochure simply click here.

Q: How do I make a deposit with Citizens Remote Check Deposit?

Customers may make remote deposits two ways: 

All RDA enrolled customers may make deposits:

  • Within Online Banking full site in the Citizens RD tab using a desktop scanner/copier 
  • With an iPhone/iPad (3.21) and Android (3.24) or newer using the Mobile Banking App.

Q: What are the deposit limits with Citizens Remote Check Deposit? 

There are daily limits and monthly limits: 

Retail Customers: 

  • Daily - $2,000 per day with a limit of 10 items per day.
  • Monthly - $5,000 per month with a limit of 20 items per month. 

Micro (Small) Business Customers: 

  • Daily - $4,000 per day with a limit of 20 items per day.
  • Monthly - $8,000 per month with a limit of 40 items per month. 

Important tips:

  • Customer must agree to terms and conditions every time they make a deposit with Citizens Remote Check Deposit .
  • Checks must be endorsed with FOR DEPOSIT ONLY.
  • Customer must hold on to check for 30 days and verify deposit has posted.

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