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Job Description
Description
The Business Banking Service Specialist responds to diverse incoming business customer calls/requests regarding account activity and account related services in conformance with policy, procedures and service quality standards offering satisfactory solutions and appropriate options. + Provides superior customer service and solutions in an efficient manner and timeframe + Offers appropriate sales options and recognizes cross sell opportunities to increase customer satisfaction and enhance customer relationship + Strong customer service focus with the ability to resolve routine customer complaints in an accurate and efficient manner + Ability to recognize and generate sales opportunities + Participates in ongoing training and briefing activities to ensure awareness of changes in products and services + Processes transactions; accurately recording and updating actions and outcomes + Accurately completes all customer follow-up work + Maintain knowledge of products, services, and promotions + Achieve set business line goals.
The Business Banking Service Specialist responds to diverse incoming business customer calls/requests regarding account activity and account related services in conformance with policy, procedures and service quality standards offering satisfactory solutions and appropriate options. + Provides superior customer service and solutions in an efficient manner and timeframe + Offers appropriate sales options and recognizes cross sell opportunities to increase customer satisfaction and enhance customer relationship + Strong customer service focus with the ability to resolve routine customer complaints in an accurate and efficient manner + Ability to recognize and generate sales opportunities + Participates in ongoing training and briefing activities to ensure awareness of changes in products and services + Processes transactions; accurately recording and updating actions and outcomes + Accurately completes all customer follow-up work + Maintain knowledge of products, services, and promotions + Achieve set business line goals.
+ Retains ownership of customer issues to satisfactory completion and knows to escalate when appropriate + Mentor new team members + Consistently ensure world class service + Utilize all appropriate resources Qualifications + Two (2) or more years of recent phone/inside sales experience, Contact Center experience strongly preferred + Proficient knowledge of Microsoft Word, Excel, Access and Outlook Windows based programs including e-mail + AFS experience a plus + Active communication/listening + Strong presentation skills + Solid technical product knowledge + Strong sales skills required + Excellent Customer Service skills with an emphasis on the customer experience + High school diploma or equivalent, associate degree preferred Hours & Work Schedule Hours per Week: 40 Work Schedule: 10:30a-7p M,W,Th,F and 9:30a-6p Sat 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. Equal Employment Opportunity Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived 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.
Equal Employment and Opportunity Employer/Disabled/Veteran Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates..
