Contact Center Advocate

Citizens Financial Group • Johnston, RI

4d

About The Position

As part of the dedicated Contact Center team, the Contact Center Advocate creates positive interactions with customers and colleagues by delivering memorable service and helping solve problems. The role handles complex inquiries through inbound calls and/or chat and serves as an escalation supervisor and advisor to front-line colleagues, providing counsel, support, and coaching on complex issues and ways to prevent future escalations. Advocates are empowered to resolve customer problems on the spot within defined guidelines and are expected to maintain thorough knowledge of Citizens products, services, and systems. They support teams including Credit Card, Online/Mobile Banking, Immediate Customer Response, Customer Resolution, and Research.

Requirements

• High school diploma or equivalent required.
• Associate degree preferred, or 2–3 years of experience in lieu of a degree.
• 2–3 years of related experience in customer service or sales.
• World-class customer service skills.
• Expertise in problem resolution and advanced problem-solving skills.
• 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.
• 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.
• Personal accountability, customer focus, communication, learning agility, relationship building, perseverance, problem-solving, and time management.
• Knowledge of retail banking and front-office customer management.

Nice To Haves

• Associate degree.

Responsibilities

• Provide personalized customer service responsive to customer needs, with consideration for the customer relationship and a focus on retention.
• Develop and maintain problem-resolution processes to ensure quality customer responses.
• Assess 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.
• Meet departmental timeliness standards for resolution and encourage other business units to meet established service standards.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED