Contact Center Specialist - Credit Card

Description

As part of our dedicated Contact Center team, our Credit Card Specialist creates positive interactions with customers every day, whether that’s delivering a memorable service experience, or helping to problem-solve. Credit Card Specialists assist Citizens credit card customers with various requests by phone and branch colleagues by chat. These requests include various inquiries or maintenance requests such as: payments, balance transfers, rewards, billing questions and disputes. You’ll be assisting credit card customers with their credit card product and associated services such as using Credit Card Online and the Mobile application.

Primary Responsibilities

• Field a variety of incoming customer calls or branch chats with a passion to deliver high quality solutions for our customers
• 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
• Satisfaction and pride in producing high quality work
• Participation in comprehensive paid training that will draw on your previous experiences and challenge you to grow
• Observations of your recorded calls to support coaching, development and performance.

Required Skills and Qualifications

• High school or GED equivalent
• Excellent verbal/written and interpersonal skills
• Problem solving skills/ability to negotiate through difficult situations with empathy
• 1+ year(s) customer service and/or sales experience
• Positive and customer-focused mindset
• Ability to work independently in a fast-paced environment
• Computer proficiency
• Strong active listening and problem-solving abilities, persistent enthusiasm when interacting with customers
• Detail oriented with a strong sense of urgency

Preferred Skills and Qualifications

• Customer service experience in the banking or financial services industry.

Hours and Work Schedule

• Hours per Week: 40
• Work Schedule: 9:30am - 6:00pm Monday, Tuesday, Thursday, Friday, Saturday  (Wednesday and Sunday 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), 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.