Contact Center Srvc Advisor I
Citizens Financial Group - Cranston, RI

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The Online Banking Technical Assistant will provide support, mentoring and help with system navigation to Online Banking Agents in addition to managing outbound call back lists from Electronic Banking Operations. The Online Banking Technical Assistant troubleshoots high complexity browser issues and Bill Payment issues and provides coverage for the Online Banking, Linking Line and PFM and Email skills when necessary. The Online Banking Technical Assistant will work on special projects as assigned by the Online Services group and managers. The Online Banking Technical Assistant will also create and review Online Banking procedures and update when necessary. The Online Banking Technical Assistant will assist with escalated supervisor calls and process and resolve requests for extensive customer problems and issues.


World class customer service skills

Recognizes/coaches to need based sales

Extensive knowledge of products and services

Excellent time management skills; goal driven with a desire to exceed sales and productivity goals

Advanced problem solving skills

Strong verbal/written/interpersonal communications

Superb listening and problem solving skills

Proficient knowledge of Office products

Self starter; able to work with minimal supervision

Ability to learn new concepts quickly

Team player with strong coaching/mentoring abilities

Strong multi-tasking ability

Superior interpersonal skills with the ability to navigate through difficult situations with customers

High School or Equivalent required, Associate Degree preferred or 1-2 years of experience in lieu of degree

Minimum 1 year experience as an Online Banking Specialist In the Contact Center with PFM skill.

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.

Hours and Work Schedule

Scheduled Hours: 40

Work Schedule: Monday, Wednesday, Thursday, Friday, Saturday 10:00AM-6:30PM

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About this company
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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...