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Senior Specialist
Citizens Bank
Pittsburgh, PA, United States
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Description
• C2C Senior Specialist responds to diverse incoming colleague calls/requests, at all levels of the multi-state network regarding Bank policy, procedure, compliance, account maintenance, electronic banking and assistance with various Bank programs
• Provides superior customer service and solutions in an efficient manner and timeframe
• Strong customer service focus with the ability to resolve routine customer inquiries in an accurate and efficient manner
• Participates in ongoing training and briefing activities to ensure awareness of changes in products and services
• Maintain knowledge of products, services, and promotions
• Achieve set business line goals
• Retains ownership of colleague issues to satisfactory completion and knows to escalate when appropriate
• Mentor new team members
• Consistently ensure world class service. Utilize all appropriate resources.
• Adhere to schedule
• May be a point of contact to manager and colleagues for general servicing inquiries from peers
Qualifications
• World Class customer service skills
• Strong knowledge of business processes, products and services
• Solid time management skills; goal driven with a desire to exceed productivity goals
• Solid verbal/written/interpersonal communication
• Strong listening and problem solving skills
• Close attention to detail
• Good math skills
• Self starter; able to work with minimal supervision
• Ability to learn new concepts quickly
• Team player with strong coaching/mentoring abilities
• 1 + years Teller and/’or Banker abilities/experience preferred, basic computer experience
• 1 + years Customer service experience required