Wire Analyst
Description
The Wire Analyst provides support for activities in Commercial Operations in a call center environment with an emphasis on operational excellence and superior customer service.
Primary responsibilities include:
- Respond to diverse incoming customer calls regarding account activity and account related services in conformance with policy, procedures, and service quality standards offering appropriate solution options
- Assist high profile customers with sending high dollar, high risk domestic and international wire transfers and will assist customers with activating wire authentication PINs, perform due diligence call backs to customers to validate wire instructions and process ad hoc research requests on behalf of customers
- Offer appropriate sales options and recognize cross sell opportunities to increase customer satisfaction and enhance customer relationship
- Adhere to all internal risk policies as well as all federal and international laws and regulations all while providing exceptional customer service
- Data entry of payment instructions
- Performing payment instruction validation, activation of customer PINs
- Converting US dollars to foreign exchange when appropriate
- Supports efforts in streamlining operations and improve customer service
Qualifications
Required Skills/
Experience:
- 1-2 years of customer service experience
Experience servicing customers through the telephony channel; experience with utilizing VRU's or any other phone technology as well as authenticating customers over the phone
Strong customer service skills
Strong verbal/written communication skills
Strong attention to detail
Typing/data entry skills
Preferred Skills/
Experience:
- Customer service experience in Retail and Commercial Banking
Education:
- Associate's Degree preferred but not required
Hours & Work Schedule
Hours per Week: 40
Work Schedule: Monday - Friday, 8:00am - 5:00pm
Why Work with Us
At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
Equal Employment Opportunity
It is the policy of Citizens Bank and Citizens Securities, Inc. 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.
Equal Opportunity & Affirmative Action Employer Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.
Estimated Salary: $20 to $28 per hour based on qualifications.
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