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Consumer Deposits and Lending Contact Center Senior Specialist
Citizens Bank
Pittsburgh, PA, United States
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Description
The Consumer Lending Direct Customer Advocate II is responsible for generating sales via the phone channel. The Advocate will respond to inbound phone sales inquiries into Consumer Lending Direct Sales Contact Center on all marketing sponsored campaigns and direct mail efforts. Advocate will serve as a subject matter expert for borrowers and will assist in identifying needs, making recommendations, and lending guidance. Advocate will be responsible for explaining and offering appropriate sales options and recognizing cross sell opportunities to increase customer satisfaction and enhance current and potential customer relationships. Advocate will actively look for and act upon opportunities to generate additional current and future customer relationships. Advocate accurately and consistently completes customer follow up work throughout the origination process to ensure the best possible customer experience. This centralized phone sales group will provide customers and prospects with a consistent, efficient, and quality lending experience, while supporting the Consumer Lending Strategy to deliver The Fastest, Simplest, most Hassle free experience to our customers.
Qualifications
Required Skills/Experience:
• Financial Services, 3-5 years
• Call Center Inbound Sales & Service, 3-5 years
• Ability to work independently and successfully in a team environment
• Experience working in a call center environment
• Superior organization and time management skills
• Demonstrated ability to handle multiple tasks efficiently in fast environment
• Strong presentation, verbal, written, and/organizational skills
• Capable of delivering results within specified time frame
• Proficient PC skills, including MS Office experience
• Minimum of 3-5 years call center sales & service experience
• Ability to work in a matrix organization and develop partnerships across business lines
• Handle multiple demands and competing priorities
• Proven success in growing customer products per household and overall banking relationship, in field or call center sales.
• Demonstrated customer service excellence, efficient & accurate problem resolution.
Preferred Skills/Experience:
• Associate Degree
• Bachelor's Degree or 5 years of experience in lieu of degree
• Subject matter expertise of bank operations, systems, compliance, and regulatory requirements
Education, Certifications and/or Other Professional Credentials:
• High School or Equivalent (GED)
• Associate Degree
• Bachelor's Degree or 5 years of experience in lieu of degree
Hours & Work Schedule
Hours per Week: 40
Work Schedule: 8:00AM-4:30PM with Friday and Sunday off.
Why Work with 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.
Equal Employment and Opportunity Employer/Disabled/Veteran
It is the policy of Citizens Bank and Citizens Securities, Inc. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Opportunity & Affirmative Action Employer Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.