http://cfgcareers.com/cranston/product-support-jobs en
Primarily responsible for responding to and resolving complaints directed to Executive Services by Regulatory Agencies or Executive Leadership. Utilizes superior knowledge of internal products and services in conjunction with a strong understanding of Banking Regulations and a risk environment. Provides best in class complaint handling and problem resolution services for customers and colleagues. Works closely with customers and business partners to respond to the most escalated and complex issues. Primarily responds in writing to escalated issues received by members of Executive Leadership or referred directly by a Regulatory authority. Utilizes outstanding Customer Experience skills in both telephone and written communication to internal and external customers. Retains ownership of the problem and follows through to complete resolution.

Qualifications

High School or equivalent degree required; Associates Degree preferred

3 - 5 years of banking experience in lieu of degree

1 year of experience in a problem resolution environment preferred

Strong, working knowledge of Customer Care system preferred

World class Customer Experience skills

Excellent problem resolution skills; ability to apply creative thinking to resolving customer issues

Ability to identify trends and provide root cause analysis

Thorough knowledge of Bank products and services

Excellent verbal and written communication skills

Superior active listening skills

Strong working knowledge of Microsoft Office products

Ability to work independently in a fast paced, changing environment, with minimal supervision

Ability to learn and apply new concepts quickly

Superior ability to navigate through difficult situations


Hours and Work Schedule

Hours per Week: 40
Work Schedule: Monday through Friday, 8:30am – 5:00pm

Equal Employment Opportunity

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