Contact Center Advocate

Citizens Bank • Johnston, RI

5d

About The Position

The Contact Center Advocate handles complex customer inquiries through inbound calls and/or chat, providing personalized service and resolving issues within defined guidelines. The role serves as an escalation supervisor and advisor to front-line colleagues, offering counsel, support, and coaching to help prevent future escalations. Advocates maintain thorough knowledge of Citizens products, services, and systems and support teams including Credit Card, Online/Mobile Banking, Immediate Customer Response, Customer Resolution, and Research.

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 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 orientation, and desire to exceed sales and productivity goals.
• Excellent verbal, written, interpersonal, and 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 environment.

Nice To Haves

• Associate degree preferred.
• Retail banking knowledge.
• Front-office customer management knowledge.

Responsibilities

• Provide personalized customer service focused on customer needs, relationships, and retention.
• Develop and maintain problem-resolution processes to support 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 customer issues.
• Recommend process changes to improve the customer experience.
• Complete 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.
• Maintain knowledge of Citizens products, services, and systems.

What This Job Offers

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