Description

As a successful member of Commercial Operations, you will be asked to meet and exceed department service and quality standards, while maintaining consistent levels of communication with external customers and colleagues. Specialist will perform root cause analysis to identify potential solutions and process improvement opportunities for recurring service issues. In addition, they will support the implementation of solutions that will ultimately improve Service Level, decrease operational effort, and increase the overall client experience.

 You will also be responsible for (but not limited to) the following:

Serve Cash management, ACH and Commercial Card customers via request received by telephone, Chat or email. Research and train clients on all products offered. Independently service both internal and external customers on a wide variety of Commercial Card, ACH & cash management products, services and technical issues through all incoming channels. Diagnose, prioritize, resolve and/or escalate all technical, system, or procedural issues.                                                                Partner with various operational support staff in the reconciliation of client problems while attempting to limit future occurrences. Proactively advise management of impending problems or obstacles to meeting service standards. 

Qualifications

Candidates must possess excellent verbal/written, time management, ability to multitask, interpersonal skills. The candidate must be goal driven with a desire to productivity goals; including meeting day to day business needs, with advanced problem-solving skills/ability to negotiate through difficult situations.

5 Years of customer service and Call Center experience; banking experienced preferredExcellent phone communication and listening skillsAbility to prioritize and manage daily workloadAbility to multi-task and work independently in a fast-paced work environmentComputer proficiency and acumenSelf-motivated attitude with a desire to succeedAnalytical skills and the ability to recognize trends (Ability to exercise considerable independent judgment and attention to detail)

Education

High School (GED Equivalent), Bachelor’s Degree preferred. 

40 Hours 

2:00 pm -10:30pm (including Holidays)

Saturday & Sunday off 

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

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. 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 (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), 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.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.