Description As part of our dedicated Contact Center team, our Immediate Customer Response (ICR) Team provides a high level of customer service to create positive interactions with customers and colleagues every day, whether that’s delivering a memorable service experience, or helping to problem-solve. In a highly collaborative environment, our colleagues on the ICR Team work together to resolve complex customer issues. As an advocate, you’ll act as an advisor for front-line colleagues and an escalation supervisor for complex call types. You’ll offer opportunities to support and coach frontline colleagues by providing counsel on a variety of issues. You’re empowered to provide on-the-spot problem resolution to customers within defined guidelines. Primary Responsibilities + Handle inbound calls from frontline and Offshore Partner colleagues to answer questions and/or calls where a customer has requested a supervisor. + Provide personalized customer service by responding to the needs of the customer with consideration for the customer relationship and a focus on retention. + Develop and maintain problem resolution process to ensure quality customer responses. Required Skills and Qualifications + De-escalation skills with a focus on empathy + Excellent problem resolution skills + Ability to apply creative thinking to resolving customer issues + Excellent verbal and written communication skills + Superior active listening skills + Ability to work independently in a fast-paced environment, with minimal supervision + Ability to learn and apply new concepts quickly + Superior ability to navigate through difficult situations with empathy Preferred Skills and Qualifications + Strong, working knowledge of Customer Care system + Strong working knowledge of Microsoft Office products + Ability to identify trends and provide root cause analysis + Thorough knowledge of Citizens products and services Hours and Work Schedule + Hours per Week: 40 + Work Schedule: 1030a-7p Monday, Tuesday, Thursday and Friday, 9:30am-6:00pm Saturday (Wed/Sun 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 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. Why Work for Us At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth 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. 11/08/2025