Contact Center Specialist II
Citizens Financial Group - Cranston, RI

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Colleague Assist Line Service Specialist II responds to diverse incoming colleague calls/requests, at all levels of the multi-state network regarding Bank policy, procedure, compliance, account maintenance, electronic banking and assistance with various Bank programs. Provides superior customer service and solutions in an efficient manner and timeframe. Strong customer service focus with the ability to resolve routine customer inquiries in an accurate and efficient manner. Participates in ongoing training and briefing activities to ensure awareness of changes in products and services. Maintain knowledge of products, services, and promotions. Achieve set business line goals. Retains ownership of colleague issues to satisfactory completion and knows to escalate when appropriate. Mentor new team members. Consistently ensure world class service. Utilize all appropriate resources.
Adhere to schedule. May be a point of contact to manager and colleagues for general servicing inquiries from peers


High School or Equivalent required

World Class customer service skills

Strong knowledge of business processes, products and services

Solid time management skills; goal driven with a desire to exceed productivity goals

Solid verbal/written/interpersonal communication

Strong listening and problem solving skills

Close attention to detail

Good math skills

Self starter; able to work with minimal supervision

Ability to learn new concepts quickly

Team player with strong coaching/mentoring abilities

1 + years Teller and/’or Banker abilities/experience preferred, basic computer experience

1 + years Customer service experience required

Hours and Work Schedule

Hours per Week: 40
Work Schedule: 8:30am-6:00pm, Monday, Wednesday, Thursday, Friday and 10:00am-2:00pm on Saturdays. Schedule is subject to change, flexibility is required.

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 factor protected by federal, state and/or local laws.

Citizens Financial Group - 17 months ago - save job - block
About this company
42 reviews
We’re Citizens, in every sense of the word. It’s our belief that a good bank is made up of good citizens. That’s why...