Contact Center Advocate

Citizens Financial Group•Johnston, RI

About The Position

As part of the 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 for complex issues. It advises and coaches front-line colleagues on a variety of issues, including how to resolve problems without future escalation. The Advocate can provide on-the-spot customer resolutions within defined guidelines and develops and maintains thorough knowledge of Citizens products, services, and systems. Advocates support teams including Credit Card, Online/Mobile Banking, Immediate Customer Response, Customer Resolution, and Research. The position is scheduled for 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 experience in customer service or sales; alternatively, two to three years of experience may substitute for an associate degree.
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; goal-driven and motivated to exceed sales and productivity goals.
Advanced problem-solving skills.
Excellent verbal, written, and interpersonal communication skills.
Excellent listening and problem-solving 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, and time management.
Knowledge of retail banking and front-office customer management.

Nice To Haves

Associate degree preferred.

Responsibilities

Provide personalized customer service responsive to customer needs, considering the customer 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 timeliness standards for resolution and impress upon other business units the need to meet established service standards.
Handle complex inquiries through inbound calls and/or chat and provide on-the-spot resolution within defined guidelines.
Develop and maintain thorough knowledge of Citizens products, services, and systems.