Office of the Chairman Advocate
Location: Cranston Rhode Island
Description: RBS Citizens Financial Group, Inc is in need of Office of the Chairman Advocate right now, this occupation will be placed in Rhode Island. More complete informations about this occupation opportunity kindly see the descriptions. The Office of the Chairman is primarily responsible for researching, resolving, and responding to customer complaints directed to the Bank's Regulators or Executive Leadership Group.The role of Advocate will entail responding to diverse customer issues and complaints, some of which may be escalated to the Office of the Chairman from other business lines, such as branches or the Contact Center. Such issues may be considered "non-routine" and will require innovative, solution-oriented thinking, while being resolved within define! d service level agreements. This role will be able to objectiv! ely investigate a customer's issue, appropriately challenge current policies and procedures, and escalate to Management as necessary and within departmental guidelines. Advocates will retain ownership of a customer's complaint until it is fully resolved.As an Advocate, formal, written correspondence will be provided on behalf of the bank and/or its Executive Leadership Group to customers and/or Regulatory Agencies. An Advocate will interact with both internal and external customers via telephone to enhance the overall Customer Experience and promote an effective and efficient complaint resolution. With guidance from a Sr. Advocate or the Management team, an Advocate may respond to Regulatory or Risk related complaints.The Advocate will employ problem solving and analytical capabilities as part of the complaint management process. Utilizing their knowledge of bank products and services will allow the role holder to effectively resolve and respond to a customer's issue within! agreed upon service levels. This role will cultivate the ability to independently identify and act upon service improvement opportunities relevant to the complaint management process, including root cause analysis.An Office of the Chairman Advocate will posses strong communication skills and a passion for providing exemplary customer service. An Advocate recognizes the importance of building rapport with business partners across multiple divisions as a means to provide a best-in-class Customer Experience.Advocates will have an understanding of the division's long term strategic objectives and will support those objectives with guidance from the Management team.Respond to escalated issues and/or complaints from customers, business partners, and Regulatory Agencies, Attorneys, Consumer Protection Agencies, and Congressional OfficesWork closely with Management, in conjunction with Legal, Risk, and Compliance partners to resolve more complex issues and/or complaints within acc! eptable service levelsRespond to issues filed directly with Executive O! fficers of the Bank, including the ChairmanAct as a final point of escalation and resolution for the branch network and Contact Centers within CFGPartners with Management and internal operational and servicing departments on root cause analysis and service improvement opportunitiesMay serve as a subject matter expert within the departmentParticipates in or completes special projects as assigned by leadership team
High School or Equivalent (GED) requiredAssociate Preferred3 years of customer service experience; financial services background and/or complaint resolution experience preferredExcellent communication skills - must be adept at interacting with all levels of colleagues and external customers on a daily basis via telephone, email, and formal correspondenceAbility to think creatively while resolving customer complaints in a compliant mannerMentoring/training experience preferredAble to provide feedback to functional areas on how best to improve the overall Cu! stomer ExperienceAbility to multitask and work independently in a fast paced, changing environmentCan work with minimal supervision to bring escalated and sensitive issues to closure per department guidelines
Hours and Work Schedule
Hours per Week: 40Work 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, 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.
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If you were eligible to this occupation, please email us your resume, with salary requirements and a resume to RBS Citizen! s Financial Group, Inc.
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This occupation starts available on: Fri, 10 Jan 2014 14:18:41 GMT