Surround Yourself with Learning Opportunities as Part of Our Call Center
Mike has always loved learning new things. When he began working at the Citizens Bank Call Center, he soon realized he was embarking on a new path of learning. He started as a Relationship Servicing (RLS) agent in a temporary capacity in January, 2012 but was hired as a full time employee by May.
“I had worked in customer service roles before within the telecommunications field but they were more sales based positions. As an RLS agent with Citizens, I was responsible for troubleshooting inbound calls but had to learn the principles of banking to do my job well”, comments Mike. He found the clear expectations outlined upfront and the training he received in both customer service and banking provided him the right foundation to succeed.
Mike thrived on quickly learning new skills and started to see all the opportunities surrounding him in the Call Center. He took on a new role as an online banking specialist at the end of 2012, which provided more opportunities to determine issues, dive deeper into problems, offer resolutions and truly help a customer feel satisfaction in the end. Mike adds, “We focus on ‘next issues avoidance’ to help a customer learn and prevent the problem in the future. This is especially important for our senior citizens and young customers new to banking”.
Over the years, Mike embraced new roles throughout the Call Center and other areas of Citizens to develop his skill set, including back-up sales agent, manager, business banking specialist, escalation agent, consumer finance agent and credit card agent. “I’ve always been able to see a new path of growth at Citizens and never feel stuck, mainly thanks to colleagues and managers who have mentored me along the way”, adds Mike.
Today, Mike is a Call Center team leader overseeing a team of 15. “I enjoy encouraging and empowering the team, especially by sharing my own story and past experiences. I try to push them outside their comfort zone at times, but support them in working towards new opportunities”. He also makes sure to remind his team to take advantage of the great benefits and perks Citizens offers, like in-house training and tuition reimbursement.
Outside of work, Mike’s passion for learning brings him to many places around the globe. His love for travel has brought him to Rome, Barcelona, London, Morocco, Brussels, Tokyo and Taiwan.
Interested in finding a job that offers continual learning and exposure to new opportunities? Consider a career in customer service within our Call Centers.
© 2016 Citizens Financial Group, Inc.