Description
As part of our dedicated Contact Center team, our Credit Card Specialist creates positive interactions with customers every day, whether that’s delivering a memorable service experience, or helping to problem-solve. Credit Card Specialists assist Citizens credit card customers with various requests by phone and branch colleagues by chat. These requests include various inquiries or maintenance requests such as: payments, balance transfers, rewards, billing questions and disputes. You’ll be assisting credit card customers with their credit card product and associated services such as using Credit Card Online and the Mobile application.
Primary Responsibilities
Field a variety of incoming customer calls or branch chats with a passion to deliver high quality solutions for our customersOpportunities to help customers bank better by recommending products and services that meet their banking needsGain deeper knowledge and understanding of banking industry to handle customer inquiries with increasing complexitySatisfaction and pride in producing high quality workParticipation in comprehensive paid training that will draw on your previous experiences and challenge you to growObservations of your recorded calls to support coaching, development and performance.Required Skills and Qualifications
High school or GED equivalentExcellent verbal/written and interpersonal skillsProblem solving skills/ability to negotiate through difficult situations with empathy1+ year(s) customer service and/or sales experiencePositive and customer-focused mindsetAbility to work independently in a fast-paced environmentComputer proficiencyStrong active listening and problem-solving abilities, persistent enthusiasm when interacting with customersDetail oriented with a strong sense of urgencyQualified candidates must complete a virtual job tryout after applying as the next step, to be completed within 7 days of receiving the link. How to prepare: Set aside 30 minutes for the self-guided tryout that includes exercises and a video interview question. Find a quiet place to record and be camera-ready. You’ll need a smartphone, tablet, or desktop computer with your camera and microphone enabled. You’ll learn more about what the role entails, complete a few, short exercises that assess core competencies that matter for our Contact Center Specialists, and answer a question on video. This step accelerates the hiring process. Our Citizens recruiters will review your application and tryout, and schedule candidates who are a fit for the role directly with the hiring manager.Preferred Skills and Qualifications
Customer service experience in the banking or financial services industry.Hours & Work Schedule
Hours per Week: 40
Work Schedule: 9am - 530pm (Wednesday/Sunday off) requires working 2-4 days per week in our Pittsburgh, PA office
Must have ability to work holidays
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.