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
• Qualified candidates must complete a virtual job tryout after applying as the next step, to be completed within 7 days of receiving the link. How to prepare: Set aside 30 minutes for the self-guided tryout that includes exercises and a video interview question. Find a quiet place to record and be camera-ready. You’ll need a smartphone, tablet, or desktop computer with your camera and microphone enabled. You’ll learn more about what the role entails, complete a few, short exercises that assess core competencies that matter for our Contact Center Specialists, and answer a question on video. This step accelerates the hiring process. Our Citizens recruiters will review your application and tryout, and schedule candidates who are a fit for the role directly with the hiring manager.

Preferred Skills and Qualifications

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

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 8:30AM- 5:00PM Monday - Thursday, 9:30am-6:00pm Sundays (Friday/Saturday 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.