Immediate Customer Response Advocate

Citizens; Pittsburgh (Allegheny County); On-site; USD 34,000 - 42,000; Full time

Job summary

A leading financial institution is seeking an Immediate Customer Response Advocate in Pittsburgh. This role involves providing exceptional customer service by managing inbound calls and resolving issues with empathy. The ideal candidate should possess strong problem-solving skills, excellent communication skills, and the ability to work independently. Join a collaborative culture that emphasizes customer care and community support.

Qualifications

• De-escalation skills with a focus on empathy.
• Excellent problem resolution skills.
• Excellent verbal and written communication skills.
• Superior active listening skills.
• Ability to work independently in a fast-paced environment, with minimal supervision.
• Superior ability to learn and apply new concepts quickly.
• Empathy in handling customer interactions.

Responsibilities

• Handle inbound calls from frontline colleagues to answer questions.
• Provide personalized customer service focusing on retention.
• Develop and maintain problem resolution processes.

Skills

De-escalation skills with a focus on empathy

Excellent problem resolution skills

Excellent verbal and written communication skills

Superior active listening skills

Ability to work independently in a fast-paced environment

Ability to learn and apply new concepts quickly

Ability to apply creative thinking to resolving customer issues

Empathy

Tools

Customer Care system

Microsoft Office products

Job description

Join to apply for the Immediate Customer Response Advocate role at Citizens

About the Role

As part of our dedicated Contact Center team, our Immediate Customer Response (ICR) Team provides a high level of customer service to create positive interactions with customers and colleagues every day, whether that’s delivering a memorable service experience, or helping to problem‑solve.

Primary Responsibilities

• Handle inbound calls from frontline and Offshore Partner colleagues to answer questions and/or calls where a customer has requested a supervisor.
• 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 process to ensure quality customer responses.

Required Skills And Qualifications

• De‑escalation skills with a focus on empathy
• Excellent problem resolution skills
• Ability to apply creative thinking to resolving customer issues
• Excellent verbal and written communication skills
• Superior active listening skills
• Ability to work independently in a fast‑paced environment, with minimal supervision
• Ability to learn and apply new concepts quickly
• Superior ability to navigate through difficult situations with empathy

Preferred Skills And Qualifications

• Strong, working knowledge of Customer Care system
• Strong working knowledge of Microsoft Office products
• Ability to identify trends and provide root cause analysis
• Thorough knowledge of Citizens products and services

Hours and Work Schedule

• Hours per Week: 40
• Work Schedule: 10:30 am‑7 pm Monday, Tuesday, Thursday and Friday; 9:30 am‑6 pm Saturday (Wednesday/Sunday off)

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.