Function
Contact Center Account Specialist is responsible for delivering exceptional
service to customers and prospective customers by telephone and electronic
channels such as email and chat while promoting and selling Citadel’s products
and services. Contact Center Account Specialist provides customers with
convenient options to manage their accounts and product solutions that meet
their financial needs.
Through quality interactions that exceed customer expectations and are rooted in
Citadel’s guiding principles, the incumbent will establish a solid foundation of
trust with each customer thereby positioning Citadel as the best choice for all
their banking needs.
If you are hired, your first day will be a full day attending new employee
orientation at our Citadel Corporate Headquarters in Exton, Pennsylvania. This
position will be a remote position where you can train and work from home. Your
training will be remotely for upwards to 60 days. On occasion, you will need to
be able to come to the Corporate Headquarters in Exton for team meetings or
face-to-face coaching. Interested applicants must reside within the Greater
Philadelphia local area!
Contact Center Account Specialist is responsible for responding to routine and
complex customer inquiries regarding the products and services as well as
carrying out the duties and responsibilities listed below.
Duties and Responsibilities
Respond to all inbound phone and/or multimedia inquiries while meeting
established metrics and upholding the Contact Center service level
agreements.
Utilize the provided matrix to properly authenticate each caller prior to
releasing any confidential account information. Always maintain
confidentiality of customers’ financial information.
Maintain advanced knowledge level of Citadel’s product lines in order to
effectively recommend appropriate products and troubleshoot service issues.
Discover customer needs through conversations, questions and a review of
accounts while promoting and cross-selling products and services.
Provide technical support and troubleshoot Citadel’s digital products, such
as online banking, mobile app, and bill pay.
Generate qualified referrals to other departments for assistance with
investments, business loans, and insurance requests to ensure the best
customer experience possible.
Increase and promote loan volume by cross-selling loan products to existing
and prospective customers. Responsible for originating all loan types offered
by Citadel to meet annual loan goal.
Accurately complete customer transactions while maintaining confidentiality.
Utilize strong listening, communication and problem-solving skills while
diplomatically handling and/or resolving customer issues.
Comply with all Contact Center policies, processes and procedures.
Meet and comply with all requirements set forth in the SAFE Act including but
not limited to successful completion of the required background checks and
obtaining a unique identifier from the NMLS.
Remain compliant with the Bank Secrecy Act by completing annual BSA training.
Perform other duties as assigned.
Required Work Experience - Two - Five years of proven sales ability in a
goal-oriented environment such as retail, banking, sales, or customer service
industry experience
Preferred Work Experience - Contact Center experience
Required Education - High school diploma or equivalency required.
This is a part-time position. The hours for this position will be Monday through
Friday 11:00am to 3:00pm. There will be a 15 -20 minute break included in the
sum of hours worked during the week.