Description

Job Description

As part of our dedicated Contact Center team, our Inbound Business Banking Specialists create positive interactions with our small business customers every day, whether that’s delivering a memorable service experience, helping to problem-solve or being made ready to help them right fit products as their business grows.

Often the first point of contact for our business customers, our Inbound Business Banking Specialists respond to an average of 40 incoming calls per day. As the voice of our company, you must possess effective communication and interpersonal skills, as well as be enthusiastic about helping customers and driving their satisfaction.

Primary Responsibilities

Handle inbound calls in a timely mannerIdentify customer needs, research customer issues, resolve complaints, and provide solutionsMaintain ownership of calls throughout the lifecycle of a caller’s request, including any follow-up, and escalate when appropriateProvides superior customer service and solutions in an efficient mannerIdentify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to deepen relationships when appropriateParticipates in ongoing training and briefing activities to ensure awareness of changes in products, services and promotionsProcesses transactions accuratelyAchieve established business line goalsMentor new team members

Required Skills and Qualifications

High school degree or equivalentExperience working in a call center or customer support roleStrong active listening and verbal communication skillsProficiency in problem-solvingAbility to multitask and manage time effectively

Preferred Skills and Qualifications

Experience in conflict resolutionExperience in customer salesTwo (2) or more years of recent phone/inside sales experience, Contact Center experience strongly preferredProficient knowledge of Microsoft Office suite programsKnowledge of business products and services

 Hours and Work Schedule

Hours per Week: 40Work Schedule: 8:30AM-5PM Monday, Tuesday, Friday, 10:30AM-7PM Wednesday, 9:30AM-6PM Saturday (OFF Thursdays and Sunday)

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

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.