Job Location : Raleigh,NC, USA
Overview This is a hybrid role, with the expectation that time working will regularly take place inside and outside of a company office. We are looking for candidates who are within a reasonable drivable distance to our Raleigh, NC office. Are you looking for a fun and exciting career in the Financial Services Industry? Are you someone who values integrity? Are you someone who wants to help valuable customers and resolve issues? Are you looking for stability? First Citizens Bank is hiring multiple full-time Customer Service Representatives in our inbound Customer Engagement Center for hybrid positions. Training will be conducted remote and onsite. After training, candidates have the opportunity to work remote but that may be adjusted at any time based on business-related or performance-based reasons. Candidates must be willing to commute to our office on the 1st day and for other business initiatives as needed. Bi-lingual skills (Spanish) are a plus. Based on the nature of our business, the Bank has certain restrictions on hiring people with criminal histories involving financial crimes, certain drug-related offenses, dishonesty, or breach of trust. Accordingly, we conduct fingerprinting, background checks (criminal, education and verification of previous employment), and drug tests prior to employment. The Bank will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and federal law including Section 19 of the Federal Deposit Insurance Act. Hours of Operation: Monday - Friday 8am - 9pm EST, Saturday & Sunday 8am - 8pm EST, various schedules available 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 Basic 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) First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: