Customer Excellence Advocate

Description

Are you passionate about creating exceptional customer experiences and solving complex challenges? As a Customer Excellence Advocate, you’ll be at the forefront of transforming how we respond to customer concerns—bringing empathy, innovation, and precision to every interaction.

The Customer Excellence Advocate Team’s primary responsibilities include partnering with Office of the Customer to research and resolve Tier 1 complaints and ownership to researching, resolving, and responding to escalated Tier 2 complaints within Mortgage Default. The Customer Excellence Advocate will objectively investigate customer complaints, challenge current policies and procedures, employ innovative solutions-oriented thinking, and ultimately provide a best-in-class customer experience as part of the complaint resolution process.  This position also includes capturing root cause trends, collaboration across business lines, and building a strong rapport with the Office of the Customer as well as internal business partners of varying levels.

What you’ll do:

The day-to-day role for the Customer Excellence Advocate includes the following responsibilities: 

• Be a trusted voice for our customers by investigating and resolving Tier 1 and Tier 2 complaints with care and integrity.

• Independently prioritize work and meet or exceed service level agreements with meticulous quality and attention to detail.

• Employ exemplary problem solving and analytical capabilities as part of the research and resolution process. 

• Use your analytical skills to uncover root causes and drive meaningful change.

• Deliver “white glove” service to both customers and internal partners—ensuring every touchpoint reflects our commitment to excellence.

• Interact with internal colleagues, vendors, and customers via email, phone, and/or mail.

• Collaborate across departments by phone, email and in person to ensure seamless resolution and continuous improvement.

• Assist with specialty projects as needed to mitigate risk and ensure an improved customer experience.

This job description is not all-inclusive.  Responsibilities can vary to ensure the needs of the business are met.

What we’re looking for: 

The successful candidate will possess the following skills: 

• Extensive knowledge of mortgage default operations functions

• Superior written and verbal communication skills

• Strong understanding of banking regulations and compliance

• Passion to provide best-in-class customer service and driven to deliver for our customers

• Strong problem solving and analytical skills

• Ability to multitask and work independently in a fast-paced changing environment

• Ability to learn and apply new concepts quickly

• Superior ability to navigate through difficult situations

• Ability to function as an internal expert on problem resolution best practices

• Ability to effectively collaborate across cross-functional areas to research and resolve customer complaints

• Strong knowledge of Microsoft Office products

Qualifications: 

• High School or Equivalent (GED) Required
• Associate Degree or bachelor’s degree in relevant field or equivalent work experience preferred.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Friday 8 AM - 5 PM ET

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.