Overview
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 a reasonable commutable distance to our Phoenix, AZ or Cottonwood Heights, UT offices.
Job Summary:
Serves as an initial point of contact on banking inquiries and concerns.
Provides support for existing and prospective clients via inbound telephone calls and live chat.
Resolves concerns on retail, commercial, and online banking as well as bankcard, fraud, forgery, ID theft, policy, and procedural questions.
Identifies cross-sell opportunities and makes referrals as appropriate.
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Provides accurate, confidential client service through bankcard, business online banking, or general servicing knowledge.
Available schedule options:
Wednesday - Saturday 7:00pm - 6:00am AZ time
Sunday - Wednesday 7:00pm - 6:00am AZ time
Monday - Friday 12:00pm - 9:00pm AZ time
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.
High School Diploma or GED and 1 year of experience in Call Center or Customer Service
Preferred Education: Bachelors Degree
Additional Requirements:
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.
First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: https://jobs.firstcitizens.com/benefits.