Citizens Bank Office Of the Chairman Senior Advocate in Glen Allen, Virginia
The Office of the Chairman is primarily responsible for researching, resolving, and responding to customer complaints directed to the Bank’s Regulators or Executive Leadership Group. Qualified candidates will possess a passion for best-in-class customer service and have the skill set to deliver it. The role of Senior Advocate will entail building a strong rapport with business partners in multiple divisions and of varying levels.
Objectively investigate a customer’s complaint, challenge current policies and procedures, employ innovative, solution oriented thinking, and ultimately provide a best-in-class Customer Experience as part of the complaint resolution process.
Provide formal, written correspondence on behalf of the bank and its Executive Leadership Group to customers and Regulatory Agencies.
Interact with both internal and external customers via telephone to enhance the overall Customer Experience and promote an effective and efficient complaint resolution.
Employ exemplary problem solving and analytical capabilities as part of the complaint management process by utilizing superior knowledge of bank products, services, and risk management allowing the role holder to effectively resolve and respond to the most complex customer complaints within agreed upon service levels.
Independently identify and act upon service improvement opportunities relevant to the complaint management process, including root cause analysis and/or identification of trends within the complaint resolution space.
Regular interaction with the senior leadership team, Risk and Legal partners will ensure appropriate response to complex, time sensitive issues. May have opportunity to interact with the Bank’s Executive Leadership Group.
With assistance from the Office of the Chairman management team, understand and support the division’s long term strategic objectives and independently offer valuable process improvement feedback.
Senior level knowledge of products, services and operational functions (required; approximately 3 years of experience)
Strong understanding of Banking Regulations, Risk, and Compliance within the Financial Services industry (required)
Superior communication and presentation skills(required)
Advanced computer skills; strong, working knowledge of Microsoft Office products (required)
Independently prioritizes work and meets or exceeds service level agreements with meticulous quality and attention to detail(required)
Ability to multitask and work independently in a fast paced, changing environment with minimal supervision, ultimately resolving complaints in a satisfactory manner (required)
Hours and Work Schedule
Hours per Week: 40
Work Schedule: Monday – Friday, 8:30AM – 5:00PM
High School diploma or equivalent required, Bachelor's degree preferred
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
It is the policy of Citizens Bank 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 Employment and Opportunity 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.