Contact Center Account Specialist - Remote!

About the position

Contact Center Account Specialist is responsible for delivering exceptional service to customers and prospective customers by telephone and electronic channels such as email and chat while promoting and selling Citadel's products and services. Contact Center Account Specialist provides customers with convenient options to manage their accounts and product solutions that meet their financial needs. Through quality interactions that exceed customer expectations and are rooted in Citadel's guiding principles, the incumbent will establish a solid foundation of trust with each customer thereby positioning Citadel as the best choice for all their banking needs. If you are hired, you will need to come to new employee orientation at our Citadel Corporate Headquarters in Exton, Pennsylvania for up to a week. This position will be a remote position where you can train and work from home. Your training will be remotely for upwards to 60 days. On occasion, you will need to be able to come to the Corporate Headquarters in Exton for team meetings or face-to-face coaching. Interested applicants must reside within the Greater Philadelphia local area!

Responsibilities

• Respond to all inbound phone and/or multimedia inquiries while meeting established metrics and upholding the Contact Center service level agreements.
• Utilize the provided matrix to properly authenticate each caller prior to releasing any confidential account information.
• Maintain advanced knowledge level of Citadel's product lines in order to effectively recommend appropriate products and troubleshoot service issues.
• Discover customer needs through conversations, questions and a review of accounts while promoting and cross-selling products and services.
• Provide technical support and troubleshoot Citadel's digital products, such as online banking, mobile app, and bill pay.
• Generate qualified referrals to other departments for assistance with investments, business loans, and insurance requests.
• Increase and promote loan volume by cross-selling loan products to existing and prospective customers.
• Accurately complete customer transactions while maintaining confidentiality.
• Utilize strong listening, communication and problem-solving skills while diplomatically handling and/or resolving customer issues.
• Comply with all Contact Center policies, processes and procedures.
• Meet and comply with all requirements set forth in the SAFE Act including but not limited to successful completion of the required background checks and obtaining a unique identifier from the NMLS.
• Remain compliant with the Bank Secrecy Act by completing annual BSA training.
• Perform other duties as assigned.

Requirements

• Two - Five years of proven sales ability in a goal-oriented environment such as retail, banking, sales, or customer service industry experience.
• High school diploma or equivalency required.

Nice-to-haves

• Contact Center experience