Job Description

Description

The CDL Lead will respond to inbound phone inquiries into Student Lending on all customer and school escalations including inbound transfers and support of the Office of the Chairman complaint research and resolution activities.

The CDL Lead will serve as a subject matter expert for borrowers and schools and will assist in supporting their needs, resolving issues, and providing guidance related to escalation scenarios.

The CDL Lead will be also be responsible for explaining and offering appropriate options as applicable and recognizing customer experience opportunities to increase customer satisfaction and enhance current and potential customer relationships.

The CDL Lead will actively look for and act upon opportunities to support customers through clear resolutions and further escalate complaints to the Office of the Chairman and high risk concerns to the Student Lending management team.

The CDL Lead accurately and consistently completes customer follow up work throughout the issue and escalation process to ensure the best possible customer experience. This centralized phone support group will provide customers and prospects with a consistent, efficient, and quality lending experience, while supporting the Consumer Lending Strategy to deliver The Fastest, Simplest, most Hassle free experience to our customers.

Qualifications

Minimum of 3 years loan processing and call center experience; student loan experience preferred

* Ability to handle high volume in a fast-paced environment
* Self-starter comfortable functioning as a team player
* Goal oriented and successful at meeting deadlines
* Excellent written/oral communication and interpersonal skills
* Outstanding organizational skills and strong attention to detail

Hours and Work Schedule

Hours per Week: 40

Work Schedule: Monday-Friday 8:00am-5:00pm, with one late shift per week required that is 11:00am-8:00pm

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.