Customer Excellence Advocate

Citizens • Johnston, RI

8d • Hybrid

About The Position

The CX Customer Advocacy Team’s primary responsibilities include partnering with the Office of the Customer to research and resolve Tier 1 complaints and ownership to researching, resolving, and responding to escalated Tier 2 complaints within Consumer Operations. The CX Customer Advocate will objectively investigate customer complaints, challenge current policies and procedures, employ innovative solutions-oriented thinking, and ultimately provide a best-in-class customer experience as part of the complaint resolution process. This position also includes capturing root cause trends, collaboration across business lines, and building a strong rapport with the Office of the Customer as well as internal business partners of varying levels.

Requirements

• Extensive knowledge of bank product services and operations functions.
• Superior written and verbal communication skills
• Strong understanding of banking regulations and compliance.
• Passion to provide best-in-class customer service and driven to deliver for our customers.
• Strong problem solving and analytical skills,
• Ability to multitask and work independently in a fast-paced changing environment,
• Ability to learn and apply new concepts quickly,
• Superior ability to navigate through difficult situations,
• Ability to function as an internal expert on problem resolution best practices,
• Ability to effectively collaborate across cross-functional areas to research and resolve customer complaints,
• Strong knowledge of Microsoft Office products.

Responsibilities

• Independently prioritize work and meet or exceed service level agreements with meticulous quality and attention to detail.
• Employ exemplary problem solving and analytical capabilities as part of the research and resolution process.
• Identify and document complaint root cause data within Customer Care.
• Deliver white glove service to customers and internal business partners.
• Interact with internal colleagues, vendors, and customers via email, phone, and/or mail.
• Assist with specialty projects as needed to mitigate risk and ensure an improved customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed