What are the responsibilities and job description for the Dealer Service Specialist position at Citizens Bank?
Description
As an employee of Citizens Bank you become part of an organization committed to serving customers, colleagues and communities in which we do business. Citizens Bank is an established and successful financial services company with national presence and the ability to conduct business globally. We are committed to offering comprehensive and competitive benefits, encouraging our colleagues to develop and grow their careers, and providing a fiscally sound and stable work environment while delivering to our customers.
Citizens Consumer Deposit and Lending’s mission has long been delivering the simplest, fastest, most hassle-free banking experience in the U.S.
Responsibilities:
Provide world-class service to both internal and external bank customers in an incoming call center environment. Primary responsibilities will include, but are not limited to;
•Receiving inbound calls to answer all questions and address all concerns as they relate to the Indirect Lending process.
•Resolve issues and complaints relating to contract funding, missing automobile titles, processing loan payoffs, and customer statements.
•Refer all issues handled outside of the Dealer Servicing group to the appropriate department for resolution. Follow through on issues to completion.
•Work with Dealer personnel, Sales Representatives and Customers in order to achieve a high level of customer satisfaction by ensuring the Indirect Lending process is completed as quickly and efficiently as possible.
•Adhere to established problem resolution processes in order to ensure satisfactory resolution will be achieved while adhering to all bank policies and guidelines following procedures put forth in the Citizens Complaint Management Program using the Customer Care Database.
•Offer assistance and guidance to the Dealers and Sales Representatives so that they achieve a greater understanding of all aspects associated with the Indirect Lending process as well as all policies and procedures.
•Assist other areas within the Automobile Finance department as needed.
Qualifications
•HS Diploma or equivalent
•5 years of customer service experience
•Must demonstrate advanced problem solving skills, customer complaint management and the ability to utilize all resources available to resolve all Dealer and Customer issues as they arise.
Hours & Work Schedule
Hours per Week: 40
Work Schedule: Mon, Tues, Thurs, Fri 8:30am -5:00pm Wed10:30am - 7:00pm
Every 4th Saturday 9:00am – 6:00pm
Some Holidays
