Customer Experience Advocate & Escalation Specialist

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

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.