Student Lending Customer Advisor

Description

At Citizens, getting to know our customers and their needs is what sets us apart. If you’re made of a warm smile, a cool idea or passion for helping customers and local business owners, you'll thrive here.

As the Student Lending Customer Advisor I, 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 workload 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

SKILLS & COMPETENCIES

• 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 9:00AM-5:30PM

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.