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 live within a commutable drivable distance to our Phoenix, AZ, Raleigh, NC or Cottonwood Heights, UT office.
Acts as the primary contact for the servicing of commercial client requests. Requests may consist of various task types inclusive of account opening, account servicing, bank transaction inquiries and technical support. May also be responsible for client training and influencing client adoption of online tools. Requests are received through a variety of channels and resolutions are generated by navigating, researching, executing, or escalating the issue typically guided by precedent and/or established procedures. Accountable for facilitating and positively influencing the client experience by effectively delivering accurate and timely resolutions. Performs assigned functions under limited supervision and ensures adherence to all regulations, procedures, and policies and job-aids. May serve as a resource for new team members. Detects areas for improvement. Collaborates with others to identify root causes of inquiries/issues to explore potential solutions.
The schedule for this role is typically Monday - Friday covering the closing shift (subject to change based upon business needs) of 8:30am - 5:30pm PST.
Responsibilities:
- Daily Operations-Provides client support for onboarding and servicing requests received through various channels to inquiries that may be a general or routine bank request or action; assistance with bank products and/or technical support. Formulates responses or implements action under supervision which may result in the inquiry being resolved during initial contact or may perform additional research, problem solving, or escalation to other internal partners. Problem solving is guided by precedent. Solution generation may result in the recommendation of additional action and/or bank products or programs; the execution of account maintenance requests, quality assurance monitoring and account reviews to mitigate risk. Onboard new clients/accounts in adherence to regulatory standards.
- Collaboration- Participates in meetings, trainings and other duties or special projects as assigned by management.
Qualifications:
Bachelor's Degree and 1 year of experience in banking/financial services, customer service or operations support OR High School Diploma or GED and 2 years of experience in banking/financial services, customer service or operations support
Preferred Education: Bachelor's degree which may be considered as 2 years of overall experience
Preferred Qualifications:
-Inbound call center experience
-Experience supporting commercial banking customers
-Strong written and oral communication skills
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: