Contact Center Advocate - OLB

Description

An Online Banking Tech should possess and demonstrate a deep understanding of all online money movement services and their related system including transfers, bill pay, mobile deposit, Zelle, Transfer Now, Mobile Wires, HELOC External transfers, Digital Wallet tokenization and activations and be able to troubleshoot to resolution all money movement and performance issues a customer might experience on both the dotcom website and the mobile application. The Online Banking Tech must also understand online banking linking and be able to perform linking maintenance as needed to a high degree of accuracy. 

Online Banking Tech will provide continued support, mentoring and coaching for Online banking trained colleagues including system navigation, product and service knowledge and assist with escalated supervisor calls that pertain to online banking, mobile banking or any of the services or money movement products housed within.

Online Banking Tech will detect and report fraud and suspicious activity on any of the money movement services including Zelle, Mobile Deposit and transfer now and is charged with the responsibility to engage suspicious callers and bad actors on inbound calls. The Online Banking Tech must also engage confirmed fraud cases including dispute initiation profile resets and deactivation/reactivations with the expectation to prevent additional loss to the customer and both financial and reputational loss for the Bank.  

The Online Banking Technical Assistant will be able to assist with highly complex technical browser and device issues and be able to troubleshoot to resolution. They must also identify and report emerging issues and outages pertaining to all online and mobile banking functions and features. 

The Online Banking Technical Assistant will work on special projects, research, and escalated cases as assigned by their manager including customer callbacks on tickets. 

Qualifications

• World class customer service skills
• Ability to identify trends and provide root cause analysis 
• Ability to work independently in a fast paced, changing enviornment, with minimal supervision 
• High School or Equivalent preferred
• Extensive knowledge of products and services
• Excellent time management skills; goal driven with a desire to exceed productivity goals
• Strong verbal/written/interpersonal communications
• Superb listening and problem resolution skills
• Ability to learn new concepts quickly
• Ability to provide in the moment coaching to peers 
• Strong multi-tasking ability
• 1 year online banking knowledge preferred 
• Superior interpersonal skills with the ability to navigate through difficult situations with customers and de-escalate when needed
• Ability to mitigate risk through identifying potential fraud 

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 9:00AM - 5:30PM M,T,W,Th,Sun,  Fri/Sat Off

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.