Customer Service Representative I (Remote NC)
First Citizens Bank, Raleigh, North Carolina, United States, 27601
Overview
This is a remote role that may only be hired in the following locations: NC. Candidates must be willing to commute to our office on the 1st day and for other business initiatives as needed. Responsibilities
Client Service – Answers inbound client calls and chats spanning multiple banks and states. Addresses needs ranging from routine balance and transaction questions to more complex issues requiring further research. Utilizes available Bank tools and resources to provide timely, accurate resolution for each client. Maintains high client service standards throughout all activities. Business Proficiency – Serves as a resource on operations, policy, and procedure information to both associates and clients. Maintains current knowledge of client calls regarding retail, commercial, bankcard, and online banking. Communicates enterprise‑wide changes and impacts to clients as necessary. Crime Mitigation – Serves as initial point of contact for reported fraud and forgery. Documents the reported activity and takes appropriate action. Actions may include opening, closing, or placing holds on accounts as well as refunding feeds, submitting affidavits, and escalating to the appropriate internal parties. Sales Support – Identifies cross‑sales opportunities through client profiles and account detail information. Promotes Bank products to clients and makes referrals to sales teams when possible. Qualifications
High school diploma or GED with 1 year call center or customer service experience. Additional Requirements
Strong verbal and written communication skills Working knowledge of PC‑based software Ability to work in multiple software applications at one time Strong keyboard skills Ability to multi‑task in a fast‑paced environment Ability to display professionalism while interacting with others Other Preferred Qualifications
Call center experience Bachelor’s degree Financial Services experience Bilingual (Spanish) Benefits
Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.
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This is a remote role that may only be hired in the following locations: NC. Candidates must be willing to commute to our office on the 1st day and for other business initiatives as needed. Responsibilities
Client Service – Answers inbound client calls and chats spanning multiple banks and states. Addresses needs ranging from routine balance and transaction questions to more complex issues requiring further research. Utilizes available Bank tools and resources to provide timely, accurate resolution for each client. Maintains high client service standards throughout all activities. Business Proficiency – Serves as a resource on operations, policy, and procedure information to both associates and clients. Maintains current knowledge of client calls regarding retail, commercial, bankcard, and online banking. Communicates enterprise‑wide changes and impacts to clients as necessary. Crime Mitigation – Serves as initial point of contact for reported fraud and forgery. Documents the reported activity and takes appropriate action. Actions may include opening, closing, or placing holds on accounts as well as refunding feeds, submitting affidavits, and escalating to the appropriate internal parties. Sales Support – Identifies cross‑sales opportunities through client profiles and account detail information. Promotes Bank products to clients and makes referrals to sales teams when possible. Qualifications
High school diploma or GED with 1 year call center or customer service experience. Additional Requirements
Strong verbal and written communication skills Working knowledge of PC‑based software Ability to work in multiple software applications at one time Strong keyboard skills Ability to multi‑task in a fast‑paced environment Ability to display professionalism while interacting with others Other Preferred Qualifications
Call center experience Bachelor’s degree Financial Services experience Bilingual (Spanish) Benefits
Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.
#J-18808-Ljbffr