http://cfgcareers.com/pennsylvania/operations-jobs en
This role is responsible for collecting, reviewing, analyzing and solving moderately complex operational, systems-related and/or customer issues.  Creates and/or maintains databases and management reports, interpreting data and identifying trends. May also include the reporting of productivity, quality, and other ad hoc requirements in an accurate and timely manner.  This position requires the application of various complex methods, procedures, and knowledge of the business unit’s product(s) and system application(s). 

This role performs routine, moderately complex analytical review of data and/or documentation which may include customer data and/or review for fraud/risk activities. May perform moderately complex analysis to identify and resolve customer specific issues.  May participate and help shape process improvement efforts for the department. May assist in developing and implementing policies, procedures, and training materials to maximize efficiency and customer service.  May interface with vendors.

May manage/participate in small projects requiring coordination with other teams and may perform other such duties as assigned including trouble shooting operational issues. Collect, review and analyze data and/or documentation to ensure compliance with department SLAs, policies, procedures, and/or regulatory and risk requirements.  May gather documentation requirements in support of projects.

May train more junior team members.  Maintain/create accurate and timely reports and/or documentation with minimal supervision. May perform ad hoc analysis and reporting.  Manage competing priorities in an accurate and timely manner. Utilize department specific system applications. Analyze and solve operational issues. May perform other such duties as assigned. May participate/manage projects; may gather documentation requirements in support of projects.
 

Qualifications

Strong organization skills


Strong ability to multi-task


Strong customer service skills


Strong time management skills


Strong knowledge of department computer applications and systems


Strong written and verbal communication


Proficiency in PC skills and MS Office


Strong analytical skills


Capacity to work independently


Associate Degree Preferred


3+ years required, Professional experience in analysis, Financial services industry or business line experience preferred.
 

Hours and Work Schedule

Hours per Week:   40


Work Schedule:    Monday-Friday, 7:30AM- 4:00PM
 
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Equal Employment Opportunity

It is the policy of Citizens Bank of Pennsylvania 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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Provide in-depth support which enables the Team Manager to undertake leadership duties; thus ensuring a high level of service is delivered within the Contact Center explaining/offering appropriate sales options and recognizing cross sell opportunities to increase customer satisfaction and enhance customer relationship. Act as a reference/escalation point for colleagues both within the Contact Center and across the Group with exemplary understanding of end to end processes/products retaining ownership to satisfactory completion.   Adhere to Quality and Operational Control to ensure SLAs are met.

As well, duties and tasks are varied and complex typically requiring originality and analysis to accomplish. Colleagues rely on experience and judgment to plan and accomplish assignments.  Accurately completes all customer follow-up work.  Retains ownership of customer issues to satisfactory completion and knows to escalate when appropriate (including identifying trends or root cause analysis). Apply knowledge of operational workflow, performance, and processes to improve the customer experience and increase productivity.  Ensure skill sets are continually enhanced.  Recommends corrective services to address customer concerns. Achieve set business line goals. Communicate, implement and interpret procedures.  Participate in additional projects as asked/required.
 

Qualifications

World class customer service skills. Expert in problem resolution


Recognizes/coaches to need based sales


Thorough knowledge of products and services


Excellent time management skills; goal driven with a desire to exceed sales and productivity goals.


Advanced problem solving skills


Excellent verbal/written/interpersonal communications


Excellent listening and problem solving skills


Strong knowledge of Office products


Self starter; able to work with little to no supervision


Ability to learn new concepts quickly


Team player with strong coaching/mentoring abilities


Superior interpersonal skills with the ability to navigate through difficult situations


Ability to multi-task and work independently in a fast paced work environment


High School or Equivalent required, Associates Degree preferred or 2-3 Years of Experience in lieu of Degree


2 – 3 years Related experience, Customer Service/sales.
Minimum 1 year experience as a Contact Center Online Banking Technical Assistant (Contact Center Service Advisor I)

Hours and Work Schedule

Hours per week: 40
Weekly schedule: Monday - Friday 8:30am to 5:00pm
 

Equal Employment Opportunity

It is the policy of Citizens Bank of Pennsylvania 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.
382875]]> Sun, 29 Jan 2012 14:00:00 GMT 2134086-Pittsburgh-Operations