Customer Experience Representative

Company: Citizens
Location: Cranston
Posted on: April 14, 2025

Job Description:

DescriptionStarting Salary: $21.50 / hour
Start Date: May 12th 2025
When there's a question about your finances, you want answers and support fast. Our customers rely on our Contact Center Specialists to help them understand, and make sense of, general needs with their accounts including balance inquiries, basic maintenances, transfers, assistance with our online banking experience and more. -
Primary responsibilities include
Our best colleagues have a customer-first mentality when answering inquiries by phone. As part of our dedicated team, you'll create positive interactions with our customers every day, whether that's delivering a memorable service experience, or helping to problem-solve an issue - they'll want to tell friends or family about the service they received as a customer. As a Contact Center Specialist you will:

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• Field a variety of incoming customer calls to deliver high-quality solutions for our customers. Depending on the customer need, calls can be lengthy and occur back-to-back. You'll have scheduled breaks throughout your day.
  
• Help customers improve their banking experience and build customer relationships by recommending products and services that meet their banking needs.
  
• Receive extensive paid training to build your expertise and prepare you to handle customer inquiries of increasing complexity.
  
  What you'll get
  
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  • Meaningful work & relationships - Feel satisfaction and pride in producing high-quality support for our customers. Experience supportive leadership and a team that has your back to foster a sense of camaraderie. Our Contact Center colleagues are regularly celebrated, and it's common for colleagues who go above and beyond for customers, or one another, to receive Credo Awards. This monetary reward has points that never expire and can be redeemed for brand-name products and gift cards in our online store.
    
  • Commitment to community - Give back with 4 hours of paid time off annually for volunteering, separate from regular PTO, and have your donations to eligible 501(c)(3) organizations matched, up to $1,000 annually.
    
  • Career opportunities, reward, and upskilling - Many promotional roles throughout the Contact Center are hired from within the team. See your hard work rewarded with opportunities to grow your career through training, coaching, career planning and development resources that enable you to branch off in any direction your talents and interests take you. -
    
  • Exceptional benefits - Receive comprehensive health care coverage, including medical, dental and vision plans, a 401K with corporate match, tuition assistance, mental health and wellbeing programs, discounts on student loan refinancing, and more.
    
    Qualifications, Education, Certifications and/or Other Professional Credentials
    
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    • High School degree or equivalent
      
    • Minimum 1 year of exceptional performance in a customer-facing role -
      
    • Computer proficiency -
      
    • Strong verbal communication skills -
      
    • Positive and customer-focused mindset
      
    • Strong listening and problem solving abilities
      
    • Superior interpersonal skills with the ability to navigate through difficult situations
      
    • Ability to multi-task in a fast-paced environment
      
    • Detail-oriented with a strong sense of urgency. -
      
    • Experience recommending and referring products/services to customers, preferred -
      
    • Qualified candidates must complete a virtual job tryout after applying as the next step, to be completed within 7 days of receiving the link. How to prepare: Set aside 30 minutes for the self-guided tryout that includes exercises and a video interview question. Find a quiet place to record and be camera-ready. You'll need a smartphone, tablet, or desktop computer with your camera and microphone enabled. You'll learn more about what the role entails, complete a few, short exercises that assess core competencies that matter for our Contact Center Specialists, and answer a question on video. This step accelerates the hiring process. Our Citizens recruiters will review your application and tryout, and schedule candidates who are a fit for the role directly with the hiring manager.
      
      Hours & Work Schedule
      
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      • Hours per Week: 40
        
      • Work Schedule: Various 1st Shift Schedules. All shifts will include working 1 weekend day
        
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        • Must have ability to work holidays -
          
          
          #LI-JH1
          Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.
          Equal Employment OpportunityCitizens, its parent, subsidiaries, and related companies (Citizens), provides 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, transgendered and transitioning individuals, 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 colleagues to bring their best selves to work every day and where all are expected to be treated with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. We perform our best so we can do more for our customers, colleagues, communities and shareholders.Why Work for UsAt 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 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.

Keywords: Citizens, Boston , Customer Experience Representative, Other , Cranston, Massachusetts