Customer Excellence Advocate

CX Customer Advocate

The CX Customer Advocacy Team's primary responsibilities include partnering with Office of the Customer to research and resolve Tier 1 complaints and ownership to researching, resolving, and responding to escalated Tier 2 complaints within Consumer Operations. The CX Customer Advocate will objectively investigate customer complaints, challenge current policies and procedures, employ innovative solutions-oriented thinking, and ultimately provide a best-in-class customer experience as part of the complaint resolution process. This position also includes capturing root cause trends, collaboration across business lines, and building a strong rapport with the Office of the Customer as well as internal business partners of varying levels.

What You'll Do:

• The day-to-day role for the CX Customer Advocate includes the following responsibilities:
• Independently prioritize work and meet or exceed service level agreements with meticulous quality and attention to detail.
• Employ exemplary problem solving and analytical capabilities as part of the research and resolution process.
• Identify and document complaint root cause data within Customer Care.
• Deliver white glove service to customers and internal business partners.
• Interact with internal colleagues, vendors, and customers via email, phone, and/or mail.
• Assist with specialty projects as needed to mitigate risk and ensure an improved customer experience.

This job description is not all-inclusive. Responsibilities can vary to ensure the needs of the business are met.

Required Skills/Experience

• Extensive knowledge of bank product services and operations functions.
• Superior written and verbal communication skills
• Strong understanding of banking regulations and compliance.
• Passion to provide best-in-class customer service and driven to deliver for our customers.
• Strong problem solving and analytical skills,
• Ability to multitask and work independently in a fast-paced changing environment,
• Ability to learn and apply new concepts quickly,
• Superior ability to navigate through difficult situations,
• Ability to function as an internal expert on problem resolution best practices,
• Ability to effectively collaborate across cross-functional areas to research and resolve customer complaints,
• Strong knowledge of Microsoft Office products.

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: 8:30 AM - 5 PM, Monday - Friday
• 4 Days Onsite, 1 Day remote/week

Required Skills

• Business Savvy
• Communicating Effectively
• Confidence
• Customer Engagement
• Customer Service
• Customer Support Platforms
• Customer Support Trends
• Diversity, Equity, Inclusion, and Belonging (DEIB)
• Execution Focus
• Motivating Others
• Operational Excellence
• Personal Initiative
• Problem-Solving
• Service Request Management
• Social Consumption
• Socially Savvy
• Telephone Etiquette

About Us

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide 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, 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 all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

Job Applicant Data Privacy Policy

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.

Job Info

• Job Identification 46721
• Job Category Servicing & Operations
• Degree Level High School Graduate/GED
• Job Schedule Full time
• Job Shift 1st
• Locations One Citizens Bank Way, Johnston, RI, 02919, US
• Working Hours 40
• Career Site Category Operations