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Contact Center Specialist III

Company Name:
Citizens Financial Group
Position Type:
Full-time
Responds to diverse incoming customer calls/requests regarding account activity and account related
services
in conformance with policy, procedures and service quality standards offering satisfactory solutions and appropriate options.¬ May include requests that are not routine in nature.
Provides world class customer service and solutions in an efficient manner and timeframe exceeding customer expectations.
Exemplary understanding of end to end processes and thorough product knowledge.
Offers appropriate needs-based sales options and recognizes cross sell opportunities to increase customer satisfaction and enhance customer relationship.¬
Strong customer services focus with the ability to resolve routine customer complaints in an accurate and efficient manner.
Ongoing training and briefing activities are provided to ensure awareness of changes in products and services.
Processes transactions; accurately recording and updating actions and outcomes.¬
Accurately completes all customer follow-up work.
Maintain knowledge of¬ products, services, and promotions to achieve business line goals.
Retains ownership of customer issues to satisfactory completion and knows to escalate when appropriate.
Consistently ensure world class service. Utilize all appropriate resources before seeking assistance.
Mentor new team members ‚EUR" may include additional training on system and exceptional service standards.
May be a point of contact for
manager
and colleagues for general servicing inquiries from peer
Adhere to schedule.
Participate in projects as needed.
¬
Qualifications
2+ ¬ years of call center experience required, additional customer service/sales background a plus.
1 + years sales experience preferred
World class customer service skills
Solid time
management
Strong sales skills
Strong knowledge of business line processes, products and services
¬ Solid time management skills; goal driven with a desire to exceed sales and productivity goals
Strong ¬ verbal/written/interpersonal communication
Strong listening and problem solving skills
Team player
Strong coaching/mentoring abilities
Good math skills
Close attention to detail
High School or Equivalent, Associate Degree preferred, 1-2¬ Years of Experience in lieu of Degree
Strong
computer
skills
Financial background preferred
¬
Hours and Work Schedule
Hours per Week:¬ ¬ 40
Work Schedule:¬ ¬ ¬ ¬ 1st shift, various schedules available, would include 1 weekend day¬
¬
Equal Employment Opportunity
It is the policy of RBS Citizens, N.A. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other¬ category protected by federal, state and/or local laws.
¬
Company Description:
In 1828, RBS Citizens Financial Group got its start as a small
community
bank called the High Street Bank in Providence,
rhode island
.
RBS Citizens Financial Group, Inc. is a $120 billion commercial bank holding company. It is headquartered in Providence, R.I., and through its subsidiaries has approximately 1,400 branches, over 3,500 ATMs and more than 18,000 colleagues. It operates a branch network in 12 states and has non-branch retail and commercial offices in more than 30 states.
At RBS Citizens Financial Group, we foster an engaged workforce where colleagues of all levels, cultures, and backgrounds interact freely and experience personal and professional growth. We are committed to the prosperity of our Customers, Communities, and our Colleagues. And, we believe that when our colleagues and customers succeed, we all succeed. That's why creating a Good Workplace is not just Good Banking, it's Good Business.

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