Business Incident Response & Communication Advisor

First Citizens Bank•Phoenix, AZ

11h

About The Position

This pivotal role in first-line risk management focuses on incident response and communication within the Commercial Bank and requires a candidate who can demonstrate courage and maintain strategic perspective. The ideal candidate will own the communication strategies, managing the platforms through which incidents are reported and communicated effectively, ensuring actions align with organizational values and strategic goals. By consistently communicating with factual accuracy and honoring commitments, the candidate will build trust and ensure reliability in incident management. The team member must also be flexible to work Eastern Time Zone hours, including after hours, weekends, and holidays, as necessary, to effectively respond to incidents.

Requirements

Bachelor's Degree and 2 years of experience in Communications or related field OR High School Diploma or GED and 6 years of experience in Communications or related field.
Ability to work Eastern Time Zone hours, including after hours, weekends, and holidays, as necessary.
Flexibility to work outside standard business hours during critical periods.

Nice To Haves

Bachelor’s degree in English, Communications or related field, or equivalent experience
5+ years of communication experience
Experience in incident/crisis management
Flexible with sense of urgency
Experience coordinating, leading incident response calls
Ability to multi-task
Writing, grammar, and design skills
Strong collaborator & relationship builder across multi-functional teams
Excellent interpersonal, communication and organizational skills
Ability to collaborate, negotiate, influence, and build consensus across the organization at all levels
Financial Services background highly desired
Experience with SharePoint and Marketo (mass communication application/tool)

Responsibilities

Monitoring, coordinating, managing, tracking, and reporting on various client-impacting incident types, such as operational and technology incidents.
Maintaining and improving a comprehensive library of incident communications, including client communications, internal status updates, talking points, FAQs, and SharePoint site management.
Formulating ideas to improve processes and service excellence while adapting to evolving challenges.
Collaborating with stakeholders—Product, Technology, Operations, Service, Senior & Executive level management, Risk Officers, and Legal.
Demonstrating flexibility in work processes and style, understanding the importance of their role and expected contribution to the bank's success.
Building productive relationships and addressing conflicts promptly and effectively.
Enhancing team cohesion and driving strategic initiatives forward.