Student Lending Customer Advisor II

The Student Lending Direct Customer Advocate II is responsible for generating sales via the phone channel.  

The Advocate will respond to inbound phone sales inquiries into Consumer Lending Direct Sales Contact Center on all marketing sponsored campaigns and direct mail efforts.

The Advocate will serve as a subject matter expert for borrowers and will assist in identifying needs, making recommendations, and lending guidance. 

The Advocate will be responsible for explaining and offering appropriate sales options and recognizing cross sell opportunities to increase customer satisfaction and enhance current and potential customer relationships.

The Advocate will actively look for and act upon opportunities to generate additional current and future customer relationships.  

The Advocate accurately and consistently completes customer follow up work throughout the origination process to ensure the best possible customer experience.

This centralized phone sales group will provide customers and prospects with a consistent, efficient, and quality lending experience, while supporting the Consumer Lending Strategy to deliver The Fastest, Simplest, most Hassle free experience to our customers.

Qualifications 

• 3+ years of exceptional customer service and sales experience required, preferably within a financial setting 
• Previous call center experience (inbound/outbound), preferred 
• Positive and customer-focused mindset 
• Strong listening and problem solving abilities, persistent enthusiasm when interacting with customers 
• Strong verbal and written communication skills 
• Goal oriented professionals with an interest in strengthening their banking knowledge 
• Exceptional time management skills 
• Detail oriented with a strong sense of urgency 
• High School degree or equivalent  - required 

Computer proficiency - required  

• Ability to sit for long periods answering customer calls - required 

 Knowledge, skills & abilities that typically lead to success in the job include:

• Seeking and acting on feedback
• Personal accountability
• Focusing on the customer
• Communication
• Customer service
• Learning agility
• Perseverance
• Attention to detail
• Cross selling

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule:11:30am-8:00pm CT (3 days in Irving, TX Office)

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.