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Deposit Operations 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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Why Work for 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 Opportunity
It is the policy of Citizens Bank 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 Employment and Opportunity 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.