Contact Center Advocate

Citizens Bank•Johnston, RI

About The Position

The Contact Center Advocate creates positive interactions with customers and colleagues by delivering service experiences and helping solve problems. The role handles complex inquiries through inbound calls and/or chat, serves as an escalation supervisor and advisor to front-line colleagues, and provides counsel, support, and coaching on resolving issues without future escalation. Advocates are empowered to resolve customer problems on the spot within defined guidelines and maintain thorough knowledge of Citizens products, services, and systems. The team supports areas including Credit Card, Online/Mobile Banking, Immediate Customer Response, Customer Resolution, and Research. The position requires 40 hours per week. The stated schedule is 8:30–5:00 Monday, Tuesday, Thursday, and Friday, and 9:00–5:30 Sunday.

Requirements

High school diploma or equivalent required.
Two to three years of related customer service or sales experience.
World-class customer service skills.
Expertise in problem resolution.
Ability to recognize and coach to need-based sales.
Thorough knowledge of products and services.
Excellent time-management skills; goal-driven and motivated to exceed sales and productivity goals.
Advanced problem-solving skills.
Excellent verbal, written, and interpersonal communication skills.
Excellent listening skills.
Strong knowledge of Office products.
Self-starter able to work with little to no supervision.
Ability to learn new concepts quickly.
Team player with strong coaching and mentoring abilities.
Superior interpersonal skills and ability to navigate difficult situations.
Ability to multitask and work independently in a fast-paced work environment.
Success-related skills and attributes include personal accountability, customer focus, communication, learning agility, relationship building, perseverance, problem-solving, time management, retail banking, and front-office customer management.

Nice To Haves

Associate degree preferred; two to three years of experience may substitute for the degree.

Responsibilities

Provide personalized customer service, responding to customer needs while considering the relationship and focusing on retention.
Develop and maintain problem-resolution processes to ensure quality customer responses.
Consider customer needs and resolve escalated issues.
Support and coach front-line colleagues.
Collaborate with colleagues and management to resolve complex customer issues.
Participate in comprehensive training to become a subject matter expert on a variety of customer issues.
Advocate for the customer experience by recommending process changes.
Perform case work and additional tasks as assigned to help resolve customer issues.
Adhere to departmental resolution-timeliness standards and impress upon other business units the importance of meeting established service standards.
Handle complex customer inquiries through inbound calls and/or chat and provide on-the-spot resolutions within defined guidelines.
Develop and maintain thorough knowledge of Citizens products, services, and systems.