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Senior Specialist
Citizens Bank
Medford, MA, United States
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Description
We are seeking an energetic and reliable professional to join our team as a Deposit Operations Senior Specialist. This role serves as a call center representative in our Retirement Services department.
Primary responsibilities include:
• Receiving customer and branch calls: including answering phone, greeting customers, and displaying an upbeat and helpful demeanor in order to create a positive first impression
• Listening to customers including letting the customers fully explain issues, asking questions for clarification, maintaining composure with upset customers, and conveying a sense of empathy in order to fully understand the customer's issue
• Adapting the communication rate of speech, inflection, tone, and content in order to facilitate customer understanding and comfort
• Explains policies and products to customers and branch colleague, providing accurate information in response to inquiries about IRA products and services
• Performing monthly quality control testing for completed work and research for the calls handled and sends duplicate / corrected IRS forms to customers
Qualifications
Required Skills/Experience:
• Good written and verbal communication skills
• Attention to detail
• Strong Customer service skills and interpersonal skills
• Ability to work independently as well as in a team environment
• 2 -4 years of customer service experience
• Ability to work flexible schedule to meet business needs
Preferred Skills/Experience:
• Banking / financial services experience preferred
Education:
• High school diploma or equivalent degree, some college preferred
Hours & Work Schedule
Hours per Week: 40 (plus 1-2 Saturdays per month)
Work Schedule: schedule can range from 8:30am-5:00pm to 9:30am - 6:00pm, Monday - Friday and 1-2 Saturdays per month, 9:00am - 2:00pm.
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