Job 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 preferred
• Excellent phone communication and listening skills.
• Ability to prioritize and manage daily workload.
• Ability to multi-task and work independently in a fast-paced work environment.
• Computer proficiency and acumen
• Self-motivated attitude with a desire to succeed.
• Analytical 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.

Hours and Work Schedule

Hours per Week: 40

Work Schedule: Tuesday through Saturday 2pm-10:30pm (including all holidays- working days and shifts are subject to change) with Sunday & Monday off

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.

Equal Employment and Opportunity Employer

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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.