Job Description

Description

Description - External

Act as advocate on behalf of the applicant/customer in order to ensure that a high level of customer service is delivered within the Consumer Unsecured Merchant Financing team. Advocate will be responsible for explaining/offering appropriate service/support solutions and recognizing opportunities to increase customer satisfaction and enhance the customer and partner relationship.

* Identify and respond to customer inquiries by actively listening in order to determine their needs. Provide accurate information to customers as it relates to credit decisions based on applications submitted.
* Accurately track all calls from applicants/customers and Merchant partner locations utilizing a tracker. All the while identifying and recording all customers expressions of dissatisfaction in our system of record.
* Ensure daily work is completed according to policies and procedures and adhere to applicable state and federal requirements.
* Ensure daily work/follow-up work is completed according to policies and procedures and adhere to applicable state and federal requirements.
* Adhere to all Call Quality and Operational standards and expectations
* Assist with any additional duties required to meet the business line needs.

Qualifications

* 1-2 years minimum related World class customer service
* Able to organize as well as the capability to manage multiple tasks simultaneously
* Ability to learn and attain new knowledge and new concepts quickly
* Ability to identify and resolve issues efficiently and effectively for customers
* Good verbal/written/interpersonal communications
* Excellent listening and problem solving skills
* Good interpersonal skills with the ability to navigate through difficult situations
* Team player

Hours per Week: 40 hours

Work Schedule: 2nd shift including 1 weekend day

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

It is the policy of Citizens to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, colleague or a dependents reproductive health decision making, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, genetic characteristic, citizenship, veteran or military status, marital or domestic partner status, family status/parenthood, victim of domestic violence, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.