Student Lending Customer Advisor II

Citizens Financial Group•Johnston, RI

20d•Hybrid

About The Position

As part of our team, you’re made ready for a fulfilling career with exciting new challenges and opportunities to stretch yourself! While within this role, you are responsible for revenue generation via the direct sales channel. Furthermore, you will respond to inbound phone sales inquiries into student direct sales center on all marketing sponsored campaigns, direct mail efforts, while managing their book of business from application to booking. Additionally, you will serve as a subject matter expert for borrowers and will assist in identifying needs, making recommendations, lending guidance, and will be responsible for explaining and offering appropriate sales options and recognizing cross sell opportunities to increase customer satisfaction and enhance current and potential customer relationships. You will receive and evaluate documentation for loan applications and interact with customers to ensure necessary information is obtained, complete and accurate. Lastly, you will accurately, and consistently complete customer follow up work throughout the origination process to ensure the best possible customer experience. Most importantly, at Citizens, we’re more than a bank and here you’ll experience new things, create new opportunities, think beyond your role and make an impact!

Requirements

Ability to work independently and successfully in a team environment
Experience working in a call center environment
Superior organization and time management skills
Demonstrated ability to handle several tasks efficiently in fast environment
Strong presentation, verbal, written, and/organizational skills
Capable of delivering results within specified time frame
Proficient PC skills, including MS Office experience
Ability to work in a matrix organization and develop partnerships across business lines
Balance multiple demands and competing priorities
Subject matter expertise of bank operations, systems, compliance, and regulatory requirements
Results oriented with a desire to exceed sales and productivity goals
Regularly seeks feedback and looks for opportunities to grow and develop
Self-starter; able to work with minimal direct supervision
Strong multi-tasking ability
Superior interpersonal skills with the ability to quickly and efficiently
Recognize needs and identify solutions
Ability to learn new concepts quickly
Exudes a high level of competency
Effectively builds internal/external relationships
Cultivates a positive work environment
3-5 years -Proven success in growing customer products per household and overall banking relationship, in field or call center sales.
3-5 years - Proven customer service excellence, efficient & accurate problem resolution.

Responsibilities

Handle incoming calls and provide guidance and solutions to prospects and customers with basic lending needs.
Refer to other areas for products that require complex financial analysis and expertise.
Respond to incoming calls from customers already in process.
Pipeline Management maintain ongoing communication with customers to include evaluating documentation for loan applications to ensure necessary information is obtained, complete and accurate.
Participate in organized and self-driven training course aimed at advancement.
Maintain thorough knowledge of lending criteria, policies, procedures, regulatory and Certification requirements.
Meet and exceed established scorecard metrics and volume goals.

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