Contact Center Specialist - Chat

Description

The Contact Center Chat Specialist Team will be responsible for creating positive interactions with customers every day, whether that’s delivering a memorable service experience, or helping to problem-solve.

The Contact Center Chat Specialists answer customer inquiries via chats in a national footprint. You will service all our national customer needs including balance inquiries, basic maintenances, transfers, assistance with online banking experience and other processes.

Primary Responsibilities

· Field a variety of incoming customer inquiries via instant messaging and the use of online chat

· Opportunities to help customers bank better by recommending products and services that meet their banking needs

· Gain deeper knowledge and understanding of banking industry to handle customer inquiries with increasing complexity

· Participate in comprehensive and continuing training that will draw on your previous experiences and challenge you to grow

· Receive feedback from observations of your recorded interactions to support coaching, development and performance

Required Skills and Qualifications

· High School degree or equivalent

· 1+ years of exceptional customer service experience

· Positive and customer-focused mindset

· Persistent enthusiasm when interacting with customers

· Proficient typist – 40 words per minute minimum

· Proficient with technology and ability to communicate via instant messaging and the use of online chat

· Strong written communication skills including accurate spelling, grammar and punctuation

· Effective in a fast- paced environment, demonstrating active "listening" and responding in writing quickly

· Handle up to 3 conversations simultaneously

· Exceptional time management skills

· Detail oriented with a strong sense of urgency

· Computer proficiency

· Comfortable with repetitive tasks

· Ability to sit for long periods answering customer inquiries

Preferred Skills and Qualifications

· Prior banking experience

· Prior sales experience

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Various 1st Shift Schedules. position is hybrid working 1 day in office

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), provides 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, transgendered and transitioning individuals, 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 colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.