Contact Center Sr Specialist - Inbound Business Banking

Description

As part of our dedicated Contact Center team, our Inbound Business Banking Specialists create positive interactions with our small business customers every day, whether that’s delivering a memorable service experience, helping to problem-solve or being made ready to help them right fit products as their business grows.

Often the first point of contact for our business customers, our Inbound Business Banking Specialists respond to an average of 40 incoming calls per day. As the voice of our company, you must possess effective communication and interpersonal skills, as well as be enthusiastic about helping customers and driving their satisfaction.

Primary Responsibilities

• Handle inbound calls in a timely manner
• Identify customer needs, research customer issues, resolve complaints, and provide solutions
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including any follow-up, and escalate when appropriate
• Provides superior customer service and solutions in an efficient manner
• Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to deepen relationships when appropriate
• Participates in ongoing training and briefing activities to ensure awareness of changes in products, services and promotions
• Processes transactions accurately
• Achieve established business line goals
• Mentor new team members

Required Skills and Qualifications

• High school degree or equivalent
• Experience working in a call center or customer support role
• Strong active listening and verbal communication skills
• Proficiency in problem-solving
• Ability to multitask and manage time effectively

Preferred Skills and Qualifications

• Experience in conflict resolution
• Experience in customer sales
• Two (2) or more years of recent phone/inside sales experience, Contact Center experience strongly preferred
• Proficient knowledge of Microsoft Office suite programs
• Knowledge of business products and services

Hours and Work Schedule

• Hours per Week: 40
• Work Schedule: Monday - Thursday 8:30am - 7:00pm ( 4 ten hour shifts Fri-Sun 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 applicants for employment and colleagues 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.