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Contact Center Advocate
Citizens Bank
Cranston, RI, United States
Job Details - this job has expired, please see similar jobs below
Description
Provide in-depth support which enables the Team Manager to undertake leadership duties; thus ensuring a high level of service is delivered within the Contact Center explaining/offering appropriate sales options and recognizing cross sell opportunities to increase customer satisfaction and enhance customer relationship.
Act as a reference/escalation point for colleagues both within the Contact Center and across the Group with exemplary understanding of end to end processes/products retaining ownership to satisfactory completion.
Adhere to Quality and Operational Control to ensure SLAs are met.
As well, duties and tasks are varied and complex typically requiring originality and analysis to accomplish. Colleagues rely on experience and judgment to plan and accomplish assignments.
• Accurately completes all customer follow-up work
• Retains ownership of customer issues to satisfactory completion and knows to escalate when appropriate (including identifying trends or root cause analysis)
• Apply knowledge of operational workflow, performance, and processes to improve the customer experience and increase productivity
• Ensure skill sets are continually enhanced
• Recommends corrective services to address customer concerns
• Achieve set business line goals
• Communicate, implement and interpret procedures
• Participate in additional projects as asked/required
Qualifications
• 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
Success Factors
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: 9a–5:30p M,W,Th,F and Sat
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.