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Contact Center Advocate- Quest

3 months ago

Johnston, United States Citizens Full time

**Description**

As part of our dedicated Contact Center team, our Quest Advocate creates positive interactions with customers every day, whether that’s delivering a memorable service experience, or helping to problem-solve.

Quest Advocates service phone calls for the affluent segment of customers (Quest & Private Client), striving to provide a differentiated one-stop experience through additional training and empowerment. You’ll have a unique opportunity to provide expert advice through “right fit” conversations geared toward the array of benefits available in our affluent suite of products (Quest and Private Client), demonstrating that we are made ready to support customers at every stage in life’s journey.

**Primary Responsibilities**

Duties and tasks are varied, typically requiring knowledge of internal procedure and root cause analysis to accomplish. You’ll rely on experience and judgment to plan and accomplish assignments, including, when necessary, collaboration with management.
- Answer phone calls, servicing customer needs in real time.
- Build rapport and enhance customer relationships by providing expert advice and guidance to assess the right product for the customers’ needs.
- Work independently and in conjunction with the team, using all resources available to service customers effectively and efficiently.
- Identify opportunities to deepen and enhance the relationship, recommending appointments or an upgrade to Private Client.
- Articulate the value of both Quest and Private Client product suites.
- Provide exceptional support of customer needs through servicing and product knowledge to drive first call resolution and overall customer satisfaction.
- Effectively present and support the use of digital self-serve options through education and technical support, to include digital demos and targeted capabilities based on need or call type.

**Required Skills and Qualifications**
- High School or Equivalent required
- Quality customer service skills: active listening and communicating clearly and concisely
- Customer-centric mindset
- Intuitive problem resolution capabilities
- Strong customer engagement, social skillset
- Strong verbal and written communication skills
- Strong time management skills
- Detail oriented with a strong sense of accountability
- 6+ months experience in customer facing role with demonstrated success attaining business line goals

**Preferred Skills and Qualifications**
- Strong understanding of Quest and Private Client products
- Thorough understanding of Citizens services
- Comfortable identifying and recommending products and services

**Hours and Work Schedule**
- Hours per Week: 40
- Work Schedule: 7:30am - 4pm Mon
- Fri

**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.

**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