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Client Relations Account Representative
2 months ago
Position Overview
The Customer Account Support Specialist plays a vital role in delivering outstanding service to both existing and potential clients through various communication channels, including phone, email, and chat. This position emphasizes the promotion and sale of Citadel's diverse range of products and services.
Key Responsibilities
The incumbent will assist customers in managing their accounts effectively while offering tailored financial solutions. By engaging in high-quality interactions that surpass customer expectations, the specialist will foster a strong foundation of trust, positioning Citadel as the premier choice for banking services.
Essential Duties
- Respond to incoming inquiries across multiple platforms while adhering to established performance metrics and service level agreements.
- Authenticate callers using the provided guidelines before disclosing any sensitive account information, ensuring the confidentiality of financial data.
- Maintain an in-depth understanding of Citadel's product offerings to recommend suitable solutions and address service-related issues.
- Identify customer needs through effective communication and account reviews, promoting relevant products and services.
- Provide technical assistance and resolve issues related to Citadel's digital platforms, including online banking and mobile applications.
- Generate qualified referrals for other departments to enhance the overall customer experience.
Sales Responsibilities
- Drive loan volume by cross-selling various loan products to both current and prospective clients, aiming to meet annual lending goals.
- Accurately process customer transactions while ensuring confidentiality.
- Utilize strong listening and problem-solving skills to diplomatically address and resolve customer concerns.
Compliance and Training
- Adhere to all policies and procedures within the Contact Center.
- Meet all requirements set forth in the SAFE Act, including successful completion of background checks and obtaining a unique identifier from the NMLS.
- Complete annual training related to the Bank Secrecy Act.
Qualifications
- Minimum of two to five years of demonstrated sales experience in a goal-oriented environment, such as retail, banking, or customer service.
- Preferred experience in a contact center setting.
- High school diploma or equivalent is required.
Equal Opportunity Statement
Citadel is an Equal Opportunity Employer, committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, or veteran status.
