Contact Center Advocate - Immediate Customer Response

Citizens Financial Group; Johnston (RI); Hybrid; USD 40,000 - 52,000; Full time

Job summary

Citizens Bank is seeking a Contact Center Advocate to deliver personalized customer service and resolve complex inquiries across inbound calls and chats. You will mentor front-line staff, support multiple product areas, and contribute to process improvements to enhance the customer experience.

The role offers a hybrid work model with 40 hours per week and start date in the near term. Training will be provided to build product knowledge and problem-solving skills within a collaborative team

Qualifications

• High School or equivalent required; Associates 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 skills; expert in problem resolution; knowledge of Citizens products and services.

Responsibilities

• Provide personalized customer service with a focus on retention.
• Develop and maintain problem resolution processes for quality responses.
• Resolve escalated issues 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.

Skills

Customer service

Problem solving

Interpersonal communications

Coaching others

Time management

Education

High School or equivalent

Associates degree preferred

2-3 years experience in lieu of degree

Tools

Microsoft Office

Job description

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.