Overview
The Customer Service Specialist III works in a call center environment providing administrative and customer service support to the Equipment Finance Division. Performs a full range of customer service activities including addressing inquiries and concerns to find solutions and to provide outstanding customer experience to our customers. Mentors less experienced team members as needed. May provide a leadership role for less experienced specialists through knowledge in the area of work.
Responsibilities
Client Service - Performs a full range of customer service activities by responding promptly and accurately to customer inquiries via inbound calls and emails. Processes a variety of customer requests within medium to high complexity levels which includes account reconciliation, account updates, document requests, copy of invoices, buyout quotes, web portal troubleshooting, etc.
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Collaboration - Works closely with management and associates to resolve client issues. Provides feedback and assistance to management. Coordinates service delivery across teams when issues need to be escalated. Mentors less experienced team members as needed.
Operations and Administration - Performs duties and special projects as assigned by Management to ensure operational efficiency. Complies with all regulations, bank policies, procedures, and delegated authorities to manage risk related to credit, operational, reputational, regulatory, and legal aspects of personal interactions, customer transactions, and financial exposures. Completes required training by established deadlines.
Qualifications
Bachelor's Degree
- OR -
High School Diploma/GED and 4 years of experience in Customer Service
Additional Requirements:
Banking/Finance customer service experience
Customer service experience with high inbound call volumes
Advanced phone etiquette and attention to detail in written communications
Preferred Qualifications:
Large Financial Institution (LFI) experience highly preferred
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.