Customer Service Representative I (Hybrid Phoenix AZ)

First Citizens Bank•Phoenix, AZ

4d•Hybrid

About The Position

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 50 miles of our location: 4950 S. 48th Street, Phoenix, AZ 85040. The role serves as an initial point of contact on banking inquiries and concerns, providing support for existing and prospective clients via inbound telephone calls and live chat. Responsibilities include resolving concerns on retail, commercial, and online banking as well as bankcard, fraud, forgery, ID theft, policy, and procedural questions. The representative will also identify cross-sell opportunities and make referrals as appropriate, providing accurate, confidential client service through bankcard, business online banking, or general servicing knowledge.

Requirements

High School Diploma or GED
1 year of experience in Call Center or Customer Service
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.

Nice To Haves

Bachelor's Degree

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.