Client Services Fulfillment Specialist

Description

As a successful member of the Client Services Fulfillment team you will be asked to meet and exceed department service and quality standards, while maintaining consistent levels of communication with external customers and colleagues. You will perform root cause analysis to identify potential solutions and process improvement opportunities for recurring service issues. In addition, you will support the implementation of solutions that will ultimately improve Service Level, Productivity, decrease operational effort, and Increase the overall client experience.

You will also be responsible for (but not limited to) the following:

• Serve Cash Management and Commercial Card customers via request received by telephone, Chat or Emails.
• Research and train clients on all products offered.
• Independently service both internal and external customers on a wide variety of Commercial Card and Cash Management products, services, and technical issues through all incoming channels.
• Diagnose, prioritize, resolve and/or escalate all technical, system, or procedural issues.
• Partner with various operational support staff in the reconciliation of client problems while attempting to limit future occurrences.
• Proactively advise management of impending problems or obstacles

Qualifications

Candidates must possess excellent verbal/written, time management, ability to multitask, interpersonal skills. The candidate must be goal driven with a desire to exceed productivity goals; including meeting day to day business needs, with advanced problem-solving skills/ability to negotiate through difficult situations.

• High School Diploma or Equivalent, Bachelor’s Degree preferred

• 3 years Customer Service experience and Call Center experience; banking experienced preferred

• Experience in the Financial Services Industry, previous Commercial cash management and Commercial Card experience preferred
• Excellent written and verbal communication skills
• Ability to work in a fast-paced environment while maintaining a high degree of accuracy
• Ability to work independently and manage competing priorities
• Works effectively in ambiguous situations
• Adapts well to new and changing processes
• Computer proficiency and acumen
• Self-motivated attitude with a desire to succeed
• Analytical skills and the ability to recognize trends (Ability to exercise considerable independent judgment and attention to detail)

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

Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived 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.

Equal Employment and Opportunity Employer/Disabled/Veteran

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