Customer Service Representative I (Remote Raleigh, NC)

First Citizens Bank is hiring multiple full-time Customer Service Representatives in their inbound Customer Engagement Center for remote positions. The role involves answering client calls, providing solutions to inquiries, and supporting sales efforts while maintaining high client service standards.

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

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)