Contact Center Sr Specialist

Citizens Bank • Johnston, RI

1d • Onsite

About The Position

This role is for a Contact Center Senior Specialist who is friendly, helpful, positive-minded, and enjoys learning. The position involves joining a team of professionals dedicated to delivering world-class customer service. At Citizens, colleagues are considered the greatest asset, and the company fosters an engaged workforce in its Contact Center teams. The role offers support and training for career growth and impact. In this role, you can expect to field a variety of incoming customer calls with a passion for delivering high-quality solutions, help customers bank better by recommending suitable products and services, gain deeper knowledge of the banking industry to handle complex inquiries, and experience satisfaction from producing high-quality work. The work culture emphasizes teamwork and supports individual needs and career aspirations. Comprehensive training will leverage previous experiences and challenge growth, with observations of recorded calls for coaching, development, and performance support.

Requirements

• 3+ years of exceptional customer service or sales experience required, preferably within a financial setting
• Positive and customer-focused mindset
• Strong listening and problem-solving abilities, persistent enthusiasm when interacting with customers
• Strong verbal and written communication skills
• Goal oriented professionals with an interest in strengthening their banking knowledge
• Exceptional time management skills
• Detail oriented with a strong sense of urgency
• High School degree or equivalent - required
• Computer proficiency - required
• Ability to sit for long periods answering customer calls - required

Nice To Haves

• Previous call center experience (inbound/outbound), preferred

Responsibilities

• Field a variety of incoming customer calls with a passion to deliver high quality solutions for our customers
• Opportunities to help customers bank better by recommending products and services that meet their banking needs
• Gain deeper knowledge and understanding of banking industry to handle customer inquiries with increasing complexity
• Producing high quality work
• Working together and supporting the unique needs and career aspirations of each individual
• Comprehensive training that will draw on your previous experiences and challenge you to grow
• Observations of your recorded calls to support coaching, development and performance.

Benefits

• Guaranteed base salary with monthly performance-based incentive bonuses
• Exceptional benefits such as medical, dental, and generous Paid Time Off policy
• Variety of work schedules to suit your lifestyle and needs (full time, first and second shift available)
• Fixed schedules (no rotations) that include one weekend day off
• Career opportunities to develop your own potential, learn new skills, grow into new roles
• Access to 401(k) with corporate match and Employee Stock Purchase Program
• Access to exclusive colleague offers on Citizens Bank products and services

What This Job Offers

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