Contact Center Advocate - Immediate Customer Response

Job description

As part of our dedicated Contact Center team, our Contact Center Advocate creates positive interactions with customers and colleagues every day, whether that’s delivering a memorable service experience, or helping to problem-solve. As an advocate, you’ll handle the most complex inquiries via inbound call and/or chat. As an escalation supervisor for complex issues, you’ll act as an advisor for front-line colleagues, providing counsel on a variety of issues and offering support and coaching on how to solution without escalation in the future.

You’re empowered to provide on-the-spot problem resolution to customers within defined guidelines. You’ll effectively resolve customer issues, as well as develop and maintain thorough knowledge of all Citizens products, services and systems. Contact Center Advocates support a number of teams including Credit Card, Online/Mobile banking, Immediate Customer Response, Customer Resolution, and Research. Primary responsibilities include Provide personalized customer service by responding to the needs of the customer with consideration for the customer relationship and a focus on retention.

Develop and maintain problem resolution processes to ensure quality customer responses. Critically consider customer needs and act to resolve escalated issues. Support and coach front-line colleagues. Collaborate with colleagues and management to resolve complex customer issues. Participate in comprehensive training to act as a subject matter expert on a variety of customer issues. Advocate for customers’ experience by recommending process changes.

Case work/additional tasks as assigned to help resolve customer issues. Adhere to departmental standards for timeliness of resolution and must impress upon other business units the need to meet established service standards.

Qualifications, Education, Certifications and/or Other Professional Credentials

• High School or equivalent required, Associates Degree preferred or 2-3 years of experience in lieu of degree 2 – 3 years related experience, customer service/sales World class customer service skills Expert in problem resolution Recognizes/coaches to need based sales Thorough knowledge of products and services
• Excellent time management skills; goal driven with a desire to exceed sales and productivity goals Advanced problem solving skills
• Excellent verbal/written/interpersonal communications
• Excellent listening and problem solving skills
• Strong knowledge of Office products Self starter; able to work with little to no supervision
• Ability to learn new concepts quickly Team player with strong coaching/mentoring abilities Superior interpersonal skills with the ability to navigate through difficult situations
• Ability to multi-task and work independently in a fast paced work environment
• Knowledge, skills & abilities that typically lead to success in the job include: Personal accountability Focusing on the customer Communication Learning agility Relationship building Perseverance Problem-solving Time management Retail banking Front office customer management Hours & Work Schedule Hours per Week: 40 Work Schedule: 8:30am-5:00pm Mon, Tues, Thurs, Fri & 9:00am-5:30p, Sun Hybrid schedule of 1-2 days in office and 3-4 days remote Start date: 11/30 Initial 10 weeks of training will be Mon-Fri 8:00am - 4:30pm