PRD Executive Service Advocate
Location: Cranston, Rhode Island
Description: Citizens Financial Group, Inc. is looking of PRD Executive Service Advocate right now, this career will be designated in Rhode Island. For detail informations about this career opportunity please read the description below. Job Description
Job Title: PRD Executive Service Advocate Job ID: 388342 Location: Cranston, RI Full/Part Time: Full-Time Regular/Temporary: Regular
Responsibilities Primary responsibility for resolving and responding to complaints that are directed to us by our Regulators or forwarded to us by Executive Management. Using superior knowledge of internal products and services along with a strong understanding of Banking Regulations and our Risk environment, provide best in class complaint handling and problem resolution services for our Customers and Colleagues. Work closely with our Customers and all internal department within the Bank to respond to the most escalated and complex issues. Will formally respond in writing or via telephone to escalated issues received by members of Executive Management or referred directly to us by a Regulatory Authority. Retain ownership of the problem and follow through to complete resolution.Provide Citizens' formal response to inquiries by responding in writing to the most complex and escalated issues and questions from Regulatory Agencies, Attorneys, Consumer Protection Agencies, and Congressional Offices.Handle issues filed directly with Executive Officers of the Bank, including the Chairman. Will respond in writing or phone, acting as a voice of the Executive and Company.Act as a final point of Escalation and Resolution for the branch network and Contact Centers within CFG. Will support and receive inquiries from Regional Managers within the branches and Managers in the Contact Centers.Apply Solid knowledge of Regulatory and Compliance Environment in responding to complex complaints.Work closely with branches and internal departments to respond to complex and escalated issues. Must manage the problem resolution process and engage Senior Mgmt as necessary to meet established service level standards.Partner with internal operational and service departments on root cause analysis and service improvement opportunities.Works Independently on complex tasks, serves as a subject matter expert within the department, and may participate in ad hoc projects and research. Scope: Interacts with both internal colleagues (including Executive offices) and external clients, in addition to third parties including Regulatory Agencies. Impact: Issues resolved are typically the last avenue for the client and have significant impact on the customer relationship with the Bank. Work not processed in a timely manner, correctly, or in compliance with regulations/policies may have a negative impact to the customer and/or result in reputational Risk to the company. These issues also have high Regulatory visibility and resolution of these issue may have Regulatory impact to the Bank. Qualifications High School or Equivalent (GED) Required Bachelor Degree Required 4-5 Years of Experience in lieu of Degree Skills/ Competencies :Best in class customer service skillsSolid Understanding of Banking regulations/ComplianceProficient computer skills including Microsoft Office SuiteSolid Knowledge of Risk Management PrinciplesSolid knowledge of Financial Services IndustryStrong written communication skills/Strong letter writing skillsSuperior problem solving skillsAdvanced knowledge of products and servicesExcellent verbal and written communication skillsMust be comfortable speaking with people at all levels of the OrganizationAbility to work with minimal Supervision to bring issues to closureSuperior interpersonal skills with ability to navigate difficult situationsAbility to multitask and work independently in a fast paced environmentAbility to build solid relationships and partnerships with business partners Work Experience: Customer Service 4-5 4-5 Years Customer Service Experience preferred Financial Industry Experience 4-5 4-5 Years Financial Services experience Problem Resolution 4-5 Problem Resolution Experience preferred Regulatory/Risk 2-3yrs Previous exposure to Banking Regulations/Risk environment preferred Customer Retention 2-3yrs Customer retention experience preferred Hours and Work Schedule Hours per Week: 40 Work Schedule: Monday-Friday 8:00AM-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. 388342
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If you were eligible to this career, please email us your resume, with salary requirements and a resume to Citizens Financial Group, Inc..
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This career will be opened on: Fri, 27 Jul 2012 14:11:05 GMT
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