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Outbound Sales and Service Advisor

Customer Service and Call Center, Lending

Johnston, Rhode Island, United States

One Citizens Bank Way

Req. Number: 218425

Full/Part Time: F

Shift: 1st Shift


Outbound Sales and Service Advisor

As the Outbound Sales and Service Advisor you will be responsible for making outbound calls to prospects who have shown interest in refinancing their student loans and customers who have initiated a student loan through the web or branch channel.  You will manage your work load by using our lead management system.   You will also partner with underwriting to contact customers that have recently been approved or where further documentation is needed, to complete the loan process.  You will be a driver of the customer experience which is measured by NPS (net promoter score).  You may also be utilized to respond to phone sales inquiries into Consumer Lending Direct Sales Contact Center on all marketing sponsored campaigns and direct mail efforts. 

Primary Responsibilities:

  • Assist prospects with completing applications for our education refinance loans.
  • Outbound calling to provide guidance and solutions to prospects and customers with basic servicing needs with their personal loan application 
  • Assist with document collection and technology driven assistance for our customers such as guiding customers through user account creation to finalizing online documentation
  • Meet and exceed established outbound call goals
  • Pipeline Management  - maintain ongoing communication with customers as necessary to ensure a  Simple, Fast and Hassle Free Lending experience
  • Participate in organized and self-driven training courses aimed at advancement 
  • Maintain thorough knowledge of lending criteria, policies, procedures

What we offer:

  •        Guaranteed base salary with monthly performance-based incentive bonuses
  •        Exceptional benefits such as medical, dental, and generous Paid Time Off policy
  •        Fixed schedules (no rotations) that include one weekend day off
  •        Career opportunities to develop your own potential, learn new skills, grow into new roles
  •        Access to 401(k) with corporate match and Employee Stock Purchase Program
  •        Access to exclusive colleague offers on Citizens Bank products and services


What we are looking for:

  • 3+ years of exceptional customer service or sales experience required, preferably within a financial setting
  • Previous call center experience (inbound/outbound), preferred
  • Positive and customer-focused mindset
  • Strong listening and problem solving abilities, persistent enthusiasm when interacting with customers
  • Strong verbal and written communication skills
  • Goal oriented professionals with an interest in strengthening their banking knowledge
  • Exceptional time management skills
  • Detail oriented with a strong sense of urgency
  • High School degree or equivalent - required
  • Computer proficiency - required
  • Ability to sit for long periods answering customer calls – required


  • Effective Communications
  • Customer Support Policies, Standards and Procedures
  • Service Excellence
  • Products and Services
  • Interpersonal Relationships
  • Customer Interaction
  • Risk Management

Bring your customer service skills to Citizens and we will help you accelerate your own career potential.

Hours & Work Schedule

 Hours per Week: 40

Work Schedule: M-F 10:00-6:30


We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more.

View Benefits

Awards We've Received


Human Rights Campaign Best Places to Work for LGBTQ Equality


Dave Thomas Foundation Best Adoption-friendly Workplace


DiversityInc Top 50 Companies for Diversity


Military Friendly Employer