Contact Center Advocate

Citizens; Johnston (RI); Hybrid; USD 42.000 - 60.000; Vollzeit

Zusammenfassung

Citizens in Johnston, RI seeks a Contact Center Advocate to deliver personalized customer service via inbound calls and chats, resolve complex issues, coach frontline staff, and support process improvements while maintaining deep knowledge of Citizens products and services.

This hybrid role combines problem-solving with sales-oriented goals, requiring strong communication, multitasking, and a customer-focused mindset to boost retention and satisfaction.

Qualifikationen

• High School or equivalent required; Associates Degree preferred or 2-3 years of related experience in lieu of degree.
• 2–3 years related experience in customer service/sales.
• World-class customer service skills and expert problem resolution.
• Recognizes and coaches to need-based sales opportunities.
• Thorough knowledge of Citizens products and services.
• Excellent time management; goal-driven with a track record of meeting productivity targets.
• Advanced problem-solving abilities and strong verbal/written/interpersonal communication.
• Ability to learn new concepts quickly; self-starter with minimal supervision.
• Team player with mentoring abilities and superior interpersonal skills.

Aufgaben

• Provide personalized customer service with focus on retention.
• Develop and maintain problem resolution processes for quality responses.
• Address escalated issues and resolve customer inquiries.
• Support and coach front-line colleagues.
• Collaborate with management to resolve complex customer issues.
• Participate in training to become a subject matter expert on customer issues.
• Advocate for customers by recommending process improvements.
• Handle case work and additional tasks to resolve issues.
• Meet established service standards and communicate needs to other teams.

Kenntnisse

Customer service

Problem resolution

Sales orientation

Time management

Interpersonal communication

Coaching

Team collaboration

Learning agility

Ausbildung

High School or equivalent

Associates Degree preferred or 2-3 years of experience in lieu of degree

Tools

Microsoft Office

Jobbeschreibung

Description

As part of our dedicated Contact Center team, our Contact Center Advocate creates positive interactions with customers and colleagues every day, whether that's delivering a memorable service experience, or helping to problem-solve. As an advocate, you'll handle the most complex inquiries via inbound call and/or chat. As an escalation supervisor for complex issues, you'll act as an advisor for front-line colleagues, providing counsel on a variety of issues and offering support and coaching on how to solution without escalation in the future. You're empowered to provide on-the-spot problem resolution to customers within defined guidelines. You'll effectively resolve customer issues, as well as develop and maintain thorough knowledge of all Citizens products, services and systems. Contact Center Advocates support a number of teams including Credit Card, Online/Mobile banking, Immediate Customer Response, Customer Resolution, and Research.

Primary Responsibilities Include

• Provide personalized customer service by responding to the needs of the customer with consideration for the customer relationship and a focus on retention.
• Develop and maintain problem resolution processes to ensure quality customer responses.
• Critically consider customer needs and act to resolve escalated issues.
• Support and coach front-line colleagues.
• Collaborate with colleagues and management to resolve complex customer issues.
• Participate in comprehensive training to act as a subject matter expert on a variety of customer issues.
• Advocate for customers' experience by recommending process changes.
• Case work/additional tasks as assigned to help resolve customer issues.
• Adhere to departmental standards for timeliness of resolution and must impress upon other business units the need to meet established service standards.

Qualifications, Education, Certifications And/or Other Professional Credentials

• High School or equivalent required, Associates Degree preferred or 2-3 years of experience in lieu of degree
• 2 – 3 years related experience, customer service/sales
• World class customer service skills
• Expert in problem resolution
• Recognizes/coaches to need based sales
• Thorough knowledge of products and services
• Excellent time management skills; goal driven with a desire to exceed sales and productivity goals
• Advanced problem solving skills
• Excellent verbal/written/interpersonal communications
• Excellent listening and problem solving skills
• Strong knowledge of Office products
• Self starter; able to work with little to no supervision
• Ability to learn new concepts quickly
• Team player with strong coaching/mentoring abilities
• Superior interpersonal skills with the ability to navigate through difficult situations
• Ability to multi-task and work independently in a fast paced work environment

Knowledge, skills & abilities that typically lead to success in the job include

• Personal accountability
• Focusing on the customer
• Communication
• Learning agility
• Relationship building
• Perseverance
• Problem-solving
• Time management
• Retail banking
• Front office customer management

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 8:30am-5:00pm Mon, Tues, Thurs, Fri & 9:00am-5:30p, Sun
• Hybrid schedule of 1-2 days in office and 3-4 days remote
• Start date: 11/30
• Initial 10 weeks of training will be Mon-Fri 8:00am - 4:30pm

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) 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. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

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