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The CSC Colleague Resource Center – Retail provides real-time phone support to Retail banking colleagues, offering expert guidance on policies, procedures, systems, and customer service challenges. Specialists deliver solutions and coaching aligned with service standards while supporting enterprise-wide needs through LOB overflow assistance.
Job Responsibility:
Provide inbound phone support to Retail banking colleagues, resolving inquiries related to policies, procedures, systems, and customer service scenarios
Deliver real-time coaching and guidance to promote best practices and enhance the customer experience
Resolve complex service issues through completion while meeting service level expectations
Support overflow call volume from other Lines of Business (e.g., Business Banking, Wealth Management, Lending) using cross-functional knowledge
Identify and recommend process improvements to enhance workflows and service delivery
Maintain accurate and detailed documentation of interactions in CSC systems
Participate in team huddles, calibration sessions, and ongoing training initiatives
Perform additional duties as assigned
Requirements:
High School Diploma or equivalent
Minimum of 3 years of customer service experience
Nice to have:
Experience within a Customer Solution Center or Retail Banking environment
Associate’s degree preferred
Working knowledge of banking systems and processes (e.g., teller systems, account opening, ATM support, CD/IRA regulations, lending policies)
Supervisory or leadership experience is a plus
Demonstrated ability to resolve complex customer issues with professionalism and empathy
Strong written and verbal communication skills
Collaborative team player with a commitment to delivering best-in-class service
Proficiency with PC and internet-based applications