Job Description

Description

The Research Team provides the highest levels of customer service and problem resolution to all customers. The Advocate will effectively resolve customer issues as well as develop and maintain thorough knowledge of all bank products, services and systems.

Primary responsibilities include:

* Responds to customer issues received directly from customers or those escalated to the Research Team from C2C
* Takes ownership of the customer issue, conducts research, engages management in other business units as needed and maintains contact with the customer throughout the entire process
* Communicates with third parties as needed for customer satisfaction
* Adheres to departmental standards for timeliness of resolution and must impress upon other business units the need to meet established service standards.
* Must develop and maintain problem resolution process to ensure quality customer responses.
* Must be considerate of customer relationships and focus on customer retention.
* Empowered to provide on-the-spot problem resolution to customers within defined guidelines.
* Other duties as assigned.

Qualifications

Required Skills/Experience:

* High School or equivalent degree required
* 3 - 5 years of banking experience
* 2 years of experience in a problem resolution/service recovery environment
* Strong, working knowledge of Customer Care system preferred
* World class Customer Experience skills
* Excellent problem resolution skills; ability to apply creative thinking to resolving customer issues
* Ability to identify trends and provide root cause analysis
* Thorough knowledge of Bank products and services
* Excellent verbal and written communication skills
* Superior active listening skills
* Strong working knowledge of Microsoft Office products
* Ability to work independently in a fast paced, changing environment, with minimal supervision
* Ability to learn and apply new concepts quickly
* Superior ability to navigate through difficult situations

Hours & Work Schedule

Hours per Week: 40

Work Schedule: Monday through Friday 8:30am - 5:00pm

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.