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Customer Engagement Specialist
2 months ago
Position Overview
The Customer Engagement Specialist plays a crucial role in providing outstanding service to clients and potential clients through various communication channels, including phone, email, and chat. This role involves promoting and selling 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 that align with their needs. By fostering quality interactions that surpass customer expectations, the specialist will build a foundation of trust, positioning Citadel as the premier choice for banking services.
Training and Work Environment
New hires will participate in an orientation program at Citadel's Corporate Headquarters. Following this, the position allows for remote work, with training conducted online for an extended period. Occasionally, attendance at team meetings or coaching sessions at the Corporate Headquarters may be required.
Customer Interaction
The Customer Engagement Specialist is responsible for addressing both routine and complex inquiries regarding Citadel's products and services. Key duties include:
- Responding to all incoming inquiries while adhering to established performance metrics and service level agreements.
- Authenticating callers using the provided guidelines before disclosing any confidential account information.
- Maintaining a comprehensive understanding of Citadel's product offerings to effectively recommend solutions and resolve service issues.
- Identifying customer needs through dialogue and account reviews while promoting relevant products and services.
- Providing technical assistance and troubleshooting for Citadel's digital platforms, including online banking and mobile applications.
- Generating qualified referrals to other departments for investment, loan, and insurance inquiries to enhance the customer experience.
- Encouraging loan volume growth by cross-selling loan products to both existing and prospective clients.
- Accurately processing customer transactions while ensuring confidentiality.
- Utilizing strong communication and problem-solving skills to diplomatically address and resolve customer concerns.
- Complying with all Contact Center policies and procedures.
Compliance and Training
The role requires adherence to the SAFE Act, including successful completion of background checks and obtaining a unique identifier from the NMLS. Additionally, compliance with the Bank Secrecy Act through annual training is mandatory.
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. We do not discriminate against employees or applicants based on inquiries regarding compensation or other protected characteristics.
