Citizens Bank Contact Center Senior Specialist-Installment in Cranston, Rhode Island


Are you friendly, helpful, positive-minded and enjoy learning? Are you interested in joining a team of professionals that delivers world class customer service? Our Senior Call Center Representative role may be the right career choice for you.

At Citizens Bank, we consider our colleagues to be our greatest asset. This is why we go to great lengths to foster an engaged workforce in our Call Center teams. Bring your skills and expertise to our team. Our Call Center colleagues have the support and training needed to grow their careers and make a lasting impact.

What you can expect in this role:

Act as advocate on behalf of the customer in order to ensure that a high level of customer service is delivered within Consumer Unsecured Installment lending team. Advocate will be responsible for explaining/offering appropriate service/support solutions and recognizing opportunities to increase customer satisfaction and enhance the customer and partner relationship.

  • Identify and respond to customer inquiries by actively listening in order to determine their needs.

  • Provide accurate information to customers as it relates to credit decisions based on applications submitted.

  • Provide Merchant Partner support by properly authenticating then assisting with requested information within guidelines set.

  • Accurately track all calls from customers and Merchant partner locations utilizing the Installment Tracker.

  • Act as an advocate for our customers by working collaboratively with internal and external departments and resources to resolve issues expediently and effectively.

  • Identify and record all customers’ expressions of dissatisfaction in our system of record.

  • Utilize existing systems to document all interactions with customers in detail.

  • Act as a point of contact for customer needs and challenges within the Merchant Programs and Consumer Unsecured Installment Lending and across the group with exemplary understanding of end to end processes/products retaining ownership of the customer interaction.

  • Adhere to all Call Quality and Operational standards and expectations

  • Provide ongoing support to both internal and external customers thereby fostering a positive customer experience.

  • Accurately completes all customer follow-up work.

  • Complete customer outreach as needed.

  • Provide ongoing feedback based on knowledge of operational workflow, performance, and processes to improve the customer experience and increase productivity.

  • Stay current on new processes and procedures and successfully complete all required compliance training's on time.

  • Actively participate in ongoing training, huddles and team meetings

  • Provide accurate and directive instruction to customers as it relates to completion of applications or log on activities.

  • Adhere to identified time management standards for ACW (After Call Work), AHT (Average Handle Time), AUX (time off phone for other activities).

  • Recommends or suggests ideas which will improve the overall customer experience.

  • Participate in additional projects as needed.

  • Assist with any additional duties required to meet the business line needs.

  • Ability to adapt to both inbound and outbound workloads.

  • Ensure daily work is completed according to policies and procedures and adhere to applicable state and federal requirements.

  • Ensure that all actions and interactions create a WOW and Simple experience for our customers. Strive to achieve “Raving Fans” not just satisfied customers.

  • Demonstrates flexibility and sense of urgency

  • Other duties as assigned

What we offer:

  • Comprehensive, paid training

  • Variety of work shifts to suit your lifestyle and needs (full time, day, afternoon or evenings).

  • Fixed schedules (no rotations)

  • Exceptional benefits such as Medical & Dental after your 1st month of employment

  • 401K with corporate match

  • Guaranteed base salary

  • Career opportunities to develop your own potential, learn new skills, grow into new roles

Comfortable environments and generous work space alongside an onsite cafeteria and free Wellness Center for colleagues.


What we are looking for:

  • 1-2 years minimum related experience, Customer Service

  • World class customer service skills

  • Able to organize as well as the capability to manage multiple tasks simultaneously

  • Ability to learn and attain new knowledge and new concepts quickly

  • Ability to identify and resolve issues efficiently and effectively for customers

  • Good verbal/written/interpersonal communications

  • Excellent listening and problem solving skills

  • Strong knowledge of Microsoft Office products, preferred

  • Team player

  • Good interpersonal skills with the ability to navigate through difficult situations

  • High School degree or Equivalent required, Associates Degree preferred or 2-3 years of experience in lieu of degree

Bring your customer service skills to Citizens and we will help you accelerate your own career potential.

Be a great Citizen. Join us today.

Success Factors

Knowledge, skills & abilities that typically lead to success in the job include:

  • Seeking and acting on feedback

  • Personal accountability

  • Focusing on the customer

  • Communication

  • Customer service

  • Learning agility

  • Perseverance

  • Attention to detail

Hours & Work Schedule

Hours per Week: 40

Work Schedule: 3:30pm-12:00am with Tuesday and Saturday off

Why Work with 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 and Opportunity Employer/Disabled/Veteran

It is the policy of Citizens Bank and Citizens Securities, Inc. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

Equal Opportunity & Affirmative Action Employer Disabled/Veteran

Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.