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Senior Specialist
Citizens Bank
Johnston, RI, United States
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Description
The role of the Consumer QA QC Senior Specialist is designed to support LSO Collections & Recovery and Enterprise Fraud in driving a differentiated customer experience while maintaining operational and regulatory compliance. This is done through a number of coaching functions not limited to call monitoring and process reviews.
The role is also accountable for:
• Reviewing calls and providing coaching to accurately capture colleagues adherence to existing Citizens policy and procedures and regulatory guidelines.
• Responsible to escalate to management any consistence violations of these policy and procedures to ensure that the correct level of review can take place.
• Responsible building and maintaining partnerships with the business line which may include as well as serve as a senior team member and provide support to team members.
• Role will highlight coaching opportunities to improve the customer experience as well as reinforcing and sharing best practices already in existence through multiple avenues including call reviews and calibration sessions.
• Highlight opportunities for process improvements that will remove barriers making it difficult for customer and colleagues to do business with Citizens Bank.
• Enforce adherence to all policy, procedures and regulatory requirements.
• Assist with building and maintaining the team including training of new team members and providing support for junior team members.
Qualifications
Required Skills/Experience:
• 5 Years of Experience providing exceptional customer service in a call center environment, preferably within a financial institution
• 2 years of Experience providing feedback through coaching and/or training of junior staff members.
• 2 years of Experience providing coaching and feedback in a Quality Assurance role with the goal of improving overall customer experience while maintaining adherence to compliance and regulatory guidelines.
• Solves routine problems without supervisory approval; evaluates and selects solutions from established options.
• Strong organizational skills with the ability to multi-task .
• Exceptional time management skills.
• Positive and customer-focused mindset.
• Strong knowledge of internal computer applications/systems as well as proficient PC skills including MS Office.
• Strong written and verbal communication skills.
• Strong analytical skills.
• Ability to work independently
Education:
High School or Equivalent (GED) Required
Associate Degree or Bachelor's Degree preferred