Citizens Bank Consumer Operations Execution Senior Specialist in Riverside, Rhode Island

Description

Responsibilities include the analysis, design, testing, and implementation of application enhancements, or upgrades and production problems. Primarily working with the managers and supervisors of Call Center Departments to define the needs and objectives which will further assist in automating functions and streamlining operations while continually improving customer service. This role requires a detailed knowledge of Call Center functions and must be knowledgeable in areas of workflow. This role provides technical support for complex system applications, problem solving, and system documentation. Works in conjunction with Call Center manager/customers to define requirements for system enhancements. This role is relied upon by management to make independent decisions and exercise independent judgment to create solutions for complex problems or system changes. Provides expert advice to business lines for system changes. Analyzes and solves complex production problems related to the systems. Collect, review and analyze system related changes to ensure compliance with department service level agreements, policies, procedures, and/or regulatory and risk requirements. May develop and maintain certain complex transactions to achieve customer satisfaction. Provides assistance to staff/customers regarding the implementation of new/updated processes. May also include training staff/customers. Manages multiple small to medium scale projects. Acts as a liaison between Call Center departments, product management, programmers and/or vendors to address system problems and enhancements.

Qualifications

5+ years, Financial services industry or call center business line experience preferredExcellent organization skills and ability to multi-taskExcellent time management skills and written/verbal communicationExcellent interpersonal skills and capacity to work independentlyExcellent analytical skills and detail orientedBasic knowledge of call center computer applications and outbound predictive dialing systems highly desiredExperience with SAS, SQL, Visual Basic requiredProficiency in PC skillsExtensive use of Excel for data manipulation and reportingAdvanced MS Access Data BaseAdvanced MS SharePointAdvanced MS WordAdvanced MS PowerPointEducationBachelor's Degree PreferredHours & Work ScheduleHours per Week: 40Work Schedule: 1:00 PM-10:00 Tuesday-Friday and 6:00 AM-2:00 PM SaturdayWhy Work with 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.Equal Employment and Opportunity Employer/Disabled/VeteranIt 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 Opportunity & Affirmative Action Employer Disabled/VeteranCitizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.