This job has expired, please see additional jobs below
Specialist
Citizens Bank
Glen Allen, VA, United States
Job Details - this job has expired, please see similar jobs below
Description
The Customer Advocacy Specialist role will entail building a strong rapport with the Customer Resolution Team, Office of the Chairman and internal business partners of varying levels. The candidate will objectively investigate expressions of dissatisfaction, challenge current policies and procedures, employ innovative solutions oriented thinking, and ultimately provide a best-in-class customer experience as part of the expressions of dissatisfaction resolution process.
The Customer Advocacy Specialist will be responsible for research and resolution of complex, high visibility expressions of dissatisfaction, including those involving social media and Regulatory or risk related issues. The candidate will be responsible for managing their individual pipeline of expressions of dissatisfaction and will interact with both internal colleagues and customers via email and/or telephone to enhance the overall customer experience and ensure expressions of dissatisfaction are resolved in a timely and efficient manner. The candidate must have strong written and verbal communication skills, and more advanced computer skills.
The candidate will employ exemplary problem solving and analytical capabilities as part of the expression of dissatisfaction management process. Utilizing superior knowledge of mortgage products, services, processes and risk management will allow the candidate to effectively resolve and respond to expressions of dissatisfaction within agreed upon service levels. The candidate must possess a passion for best-in-class customer service and the skill set to deliver it.
The Customer Advocacy Specialist will understand and support the division’s long term strategic objectives and independently offer valuable process improvement feedback. This candidate will be able to identify root causes and act upon service improvement opportunities relevant to the expressions of dissatisfaction management process.
The Customer Advocacy Specialist will also assist with specialty projects as needed to mitigate risk and ensure an improved customer experience.
Qualifications
• Extensive knowledge of mortgage products, services and operations functions
• Strong knowledge of Microsoft Office products
• Working knowledge of MSP and Empower.Net
• Superior written and verbal communication skills
• Best in class customer service skills
• Strong problem solving and analytical skills
• Ability to multitask and work independently in a fast paced changing environment
• Ability to learn and apply new concepts quickly
• Superior ability to navigate through difficult situations
• Ability to function as an internal expert on problem resolution best practices
• Ability to effectively collaborate across functional areas to research and resolve expressions of dissatisfaction
• Ability to provide guidance and feedback to functional areas on how best to improve the customer experience
Education Qualifications:
High school degree required
Associates Degree /3+ years of experience in lieu of degree required
Bachelors Degree/5+ years of experience in lieu of degree preferred