Customer Service Representative I (Remote Columbia, SC)

First Citizens Bank•Columbia, SC

4d•Remote

About The Position

First Citizens Bank is hiring multiple full-time Customer Service Representatives in our inbound Customer Engagement Center for remote 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, during the training period, and for other business initiatives as needed. 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 and background checks (criminal, education and verification of previous employment), 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.

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

Nice To Haves

Call center experience
Bachelor’s degree
Financial Services experience
Bilingual (Spanish)

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.