Customer Service Representative

Benefits Citizens Bank offers competitive compensation and outstanding benefits: Medical, Dental, and Vision Insurance 401(k) with employer matching Employee Assistance and Wellness Program Life, Short-term and Long-term Disability Up to 11 paid holidays Health and Dependent Care Reimbursement Accounts Paid Time Off; Paid Family Leave Banking Privileges Position: CUSTOMER SERVICE REPRESENTATIVE Position Location / Hours / Type Citizens Bank – Customer Care Center Hours: Full-Time (40 hrs/week) Hours between 8am and 7pm Classification: Non-Exempt Reports to: Customer Care Center Operations Officer Position Description The Customer Service Representative helps to strengthen Customer relationships by providing an exceptional customer service experience through chat, telephone and emails which further fosters opportunities to make a positive impact with Citizens Bank customers.
A Customer Service Representative will utilize existing and new job knowledge to resolve customer concerns and problem solve issues that will enhance the overall customer experience.
Customer Service Representatives work as part of a Team and work closely with the Operations Officer and Manager of the Department.
Customer Service Representative Respond to online customer chat messages utilizing the Banno Conversations platform.
Develop in depth knowledge of communication tools used by Department such as Banno and Call Center Software.
Answer telephones and respond to emails and voicemails utilizing job knowledge and problem-solving skills.
Assist customers to with balance, digital banking, statement and transaction questions.
Assist customers with debit card transaction disputes and follow internal processes, controls and policies.
Assist customers to unlock and reset digital banking credentials.
Provide cross servicing product support bank wide.
Activate debit cards and update debit card status by using elevated authority.
Submit card travel notifications for further processing.
Complete stop payments – input and communicate with Branch for follow-up.
Assist with the completion of assigned department certifications.
Build collaborative relationships with Branch, Digital Banking, and Account Service Center staff.
Provide exceptional customer service Review regularly assigned reports and bring errors or discrepancies to the attention of a Supervisor.
Actively seek to develop job knowledge, product knowledge and internal processes and resources to better assist Customers Utilize problem solving skills to address customer inquiries or concerns.
General Maintain the safety, integrity, and confidentiality of customer information.
Help maintain a safe and secure work environment.
Build, develop, and maintain partnerships with teammates and other departments to maximize effectiveness and to best serve our customers.
Regular and reliable attendance.
Comply with all applicable policies and procedures as well as governing laws and regulations.
This includes but is not limited to: performing all assigned duties under the Bank’s compliance program and related laws and regulations.
Successfully completing all mandatory compliance training including BSA and any other training as assigned in a timely manner.
Other duties as assigned.
Required Qualifications High school diploma or equivalent.
Minimum 6 months Banking Experience Understanding of the Reg E process Understanding of general Bank software Experience operating Windows based PC.
Experience with Microsoft Applications including Word, Excel, and Outlook.
Experience with general office equipment Proficient knowledge of basic addition and subtraction.
Preferred Qualifications Customer service or call center experience.
Regulation E dispute process experience Experience in resolving elevated consumer and business customers with online banking and debit card issues.
Experience navigating Xperience Customer & Account Inquiry platform Experience assisting with digital banking inquiries, debit card inquiries Spanish language abilities (written and verbal) is desirable Attributes: Ability to communicate concerns in a constructive and respectful manner.
Ability to engage in empathetic listening.
Ability to adapt to change.
Ability to maintain a high level of customer service to a variety of customers.
Ability to prioritize tasks using strong time-management, personal and workspace organization, and problem-solving.
Ability to work accurately with close attention to detail.
Effective conflict resolution skills.
Effective interpersonal skills with the ability to work with individuals and groups at all organizational levels.
Willingness to achieve working knowledge of all Citizens Bank products to help meet customer needs.
Dedication to organizations goals, objectives, cultural values, mission, and vision.
The ability to work independently and as part of a team.
Exhibit a professional, business-like appearance and demeanor.