Contact Center Advocate

Citizens Financial; United States; On-site; USD 32,000 - 46,000; Full time

Job summary

Citizens Financial is seeking a Contact Center Advocate to provide personalized service across inbound calls and chat while building strong customer relationships. You will resolve complex issues, coach teammates, and gain deep knowledge of Citizens products and services.

The role emphasizes problem resolution, process improvement, and collaboration with various teams to ensure a high standard of customer care. Training and cross-functional exposure are part of the position.

Qualifications

• High School or equivalent required; Associate degree preferred or 2–3 years of experience in lieu of degree.
• 2–3 years related experience in customer service/sales.
• World class customer service and problem resolution skills.
• Excellent verbal/written/interpersonal communications.
• Strong knowledge of Office products.

Responsibilities

• Provide personalized customer service by responding to needs with focus on retention.
• Develop and maintain problem resolution processes to ensure quality responses.
• Address escalated issues; resolve in a timely manner.
• Coach front-line colleagues and share best practices.
• Collaborate with management to resolve complex customer issues.
• Participate in comprehensive training to become SME on customer issues.
• Advocate for customers by recommending process improvements.
• Handle case work and additional tasks to resolve issues.

Skills

Customer service

Problem solving

Time management

Interpersonal communication

Coaching

Multi-tasking

Team player

Sales awareness

Education

High School Diploma

Associate degree

Tools

Microsoft Office

Job 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 skillsExcellent 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: 8:30-5:00 Mon, Tues, Thurs, Fri & 9:00-5:30 Sun