Customer Care Specialist II - Part-time - Citizens Bank : Job Details

Customer Care Specialist II - Part-time

Citizens Bank

Job Location : Meridian,MS, USA

Posted on : 2025-08-13T12:18:21Z

Job Description :

Job Description Customer Care Specialist II

Classification: Non-Exempt

Reports to: Customer Care Team Lead

Work Location: Operations Center - Meridian, MS

Schedule Requirements:

  • Must be available to work 28 hours per week, Monday through Saturday
  • Up to 25 hours scheduled Monday-Friday between 12:00 PM and 6:00 PM
    • One weekday off: Tuesday, Wednesday, or Thursday
  • 3 hours every Saturday, from 9:00 AM to 12:00 PM
  • Shifts will be assigned based on business needs
  • Final schedule will be determined by your manager

Summary/Objective

The Customer Care Specialist (CCS) is responsible for delivering excellent customer service while answering a high volume of customer calls. This position is a vital link between the customer and other employees of the bank.

Primary Functions

  • Adheres to the Bank's Vision, Mission Statement, Moments of Truth, Core Competencies, and Sales and Service Standards.
  • Responsible for receiving, evaluating, and responding to a high volume of customer inquiries to provide resolutions promptly.
  • Builds customer loyalty by establishing rapport with customers and responding tactfully and responsively. Takes ownership of customer issues appropriately rather than referring them to another bank employee or manager.
  • Maintains an effective level of knowledge of the Bank's products and services.
  • Sends referrals to the retail banks utilizing CNB's Customer Relationship Management software. Maintain open communications with the branches and other departments.
  • May train and/or mentor new or less experienced team members.
  • May review and process Mobile and ATM deposits.
  • May utilize digital channels for customer communication.

    • Secondary Functions

  • Review and index documents created for Digital Branch as needed.
  • Perform outgoing calls for, but not limited to, Digital Branch and Retail, as necessary.
  • Create and send outbound emails for, but not limited to, Digital Branch and Retail, as necessary.
  • Input results from outbound call and email results into the Bank's CRM system.
  • Utilize the chat feature to communicate with customers as needed.
  • Perform any other duties required by Digital Branch or Retail as necessary.

    • Supervisory Responsibility

    None

    Work Environment

    This job operates in a professional environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and scanners.

    Physical Demands

    Prolonged periods working at a desk

    Position Type/Expected Hours of Work This is a full-time or part-time position. Days and hours vary.

    Travel None

    Required Education, Experience, and Skills

  • High school graduate or GED.
  • Ability to work in a team environment within close proximity.
  • Demonstrated professionalism and articulate with warm, professional oral communication skills.
  • Patience with challenging and difficult customer service issues.
  • Banking or call center experience.
  • Opportunity resolution experience.

    • Preferred Education and Experience

    Post High School Education or related experience.

    Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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