Customer Service Representative I (Remote NC)

First Citizens Bank is a financial services institution seeking multiple full-time Customer Service Representatives for their inbound Customer Engagement Center. The role involves addressing client needs through inbound calls and chats, providing timely resolutions, and identifying cross-sales opportunities.

Responsibilities:

• 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
• 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
• 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
• Identifies cross-sales opportunities through client profiles and account detail information
• Promotes Bank products to clients and makes referrals to sales teams when possible

Requirements:

• High school diploma or GED with 1 year call center or customer service experience
• 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
• Call center experience
• Bachelor's degree
• Financial Services experience
• Bilingual (Spanish)