Contact Center Sr Specialist

Are you friendly, helpful, positive-minded and enjoy learning? Are you interested in joining a team of professionals that delivers world class customer service? Our Contact Center Senior Specialist role may be the right career choice for you. 

At Citizens, we consider our colleagues to be our greatest asset. This is why we go to great lengths to foster an engaged workforce in our Contact Center teams. Bring your skills and expertise to our team. Our Contact Center colleagues have the support and training needed to grow their careers and make a lasting impact. 

What you can expect in this role:

• Field a variety of incoming customer calls with a passion to deliver high quality solutions for our customers
• Opportunities to help customers bank better by recommending products and services that meet their banking needs
• Gain deeper knowledge and understanding of banking industry to handle customer inquiries with increasing complexity
• Satisfaction and pride in producing high quality work
• A work culture that believes in the power of working together and supporting the unique needs and career aspirations of each individual 
• Comprehensive training that will draw on your previous experiences and challenge you to grow
• Observations of your recorded calls to support coaching, development and performance.

What we offer:

• Guaranteed base salary with monthly performance-based incentive bonuses
• Exceptional benefits such as medical, dental, and generous Paid Time Off policy
• Variety of work schedules to suit your lifestyle and needs (full time, first and second shift available)
• 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

Qualifications

• 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

 Hours and Work Schedule

• Hours per Week: 40
• Work Schedule:  Various Hours Available.

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.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.