- Location: Remote
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About The Company
Citizens is a leading financial services organization dedicated to providing exceptional banking solutions and personalized customer service. Committed to fostering a diverse and inclusive environment, Citizens serves individuals and businesses across various communities, offering a comprehensive range of banking products including checking and savings accounts, loans, credit cards, and digital banking services. The company prides itself on its customer-centric approach, innovative technology, and community involvement, striving to build lasting relationships with clients and support local development. Citizens’ mission is to empower its customers to achieve their financial goals through reliable, accessible, and innovative financial solutions.
About The Role
The Contact Center Specialist role at Citizens is a vital position focused on delivering high-quality support and solutions to our customers. As the first point of contact, you will handle a diverse array of inquiries related to account balances, transactions, online banking assistance, and basic account maintenance. Your primary goal is to ensure every customer interaction is positive, informative, and tailored to meet individual needs. This role offers an excellent opportunity to develop your customer service skills, deepen your understanding of banking products, and grow within a supportive team environment. The position requires a customer-first mentality, strong communication skills, and the ability to adapt to a fast-paced setting. The starting salary for this role is $21.50 per hour, with comprehensive training provided to set you up for success.
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Qualifications
- High School diploma or equivalent
- At least 1 year of experience in a customer-facing role demonstrating exceptional performance
- Proficiency in computer skills and navigating digital platforms
- Strong verbal communication and active listening skills
- Positive, customer-focused attitude with a solution-oriented mindset
- Ability to handle difficult situations with professionalism and empathy
- Excellent interpersonal skills and the ability to build rapport with diverse customers
- Capable of multitasking efficiently in a dynamic, fast-paced environment
- Attention to detail and a strong sense of urgency in resolving issues
- Experience in recommending and referring banking products/services is preferred
- Qualified candidates must complete a virtual job tryout within 7 days of application, which includes exercises and a video interview question. Preparation involves setting aside 30 minutes in a quiet space with a device capable of recording audio and video.
Responsibilities
- Handle a high volume of incoming customer calls, typically ranging from 50 to 100 calls daily, providing accurate and timely solutions
- Assist customers with balance inquiries, transaction processing, account maintenance, and online banking support
- Build strong customer relationships by understanding their banking needs and recommending appropriate products and services
- Deliver exceptional service by actively listening, empathizing, and resolving customer issues efficiently
- Participate in comprehensive paid training programs to enhance product knowledge and customer service skills
- Maintain detailed and accurate documentation of customer interactions and resolutions
- Collaborate with team members and supervisors to improve service delivery and operational efficiency
- Adhere to company policies, compliance standards, and confidentiality protocols
- Support community initiatives by participating in volunteer activities and contributing to corporate social responsibility programs
Benefits
- Meaningful work that fosters a sense of pride and accomplishment in supporting customers
- Supportive leadership and a team-oriented environment that recognizes and rewards exceptional performance
- Recognition programs such as Credo Awards, which include points redeemable for brand-name products and gift cards
- Paid time off for community service and volunteer activities, encouraging community engagement
- Matching donations to eligible charities, up to $1,000 annually
- Career advancement opportunities within the Contact Center and broader organization through training and development programs
- Comprehensive health benefits including medical, dental, and vision coverage
- Retirement savings plans with a company match (401K)
- Tuition assistance and ongoing professional development resources
- Mental health and wellbeing programs, along with discounts on student loan refinancing and other financial wellness initiatives
