Client Service Specialist III - Client Onboarding (Hybrid)

First Citizens Bank - Phoenix, AZ

Full-time

Hybrid - Phoenix, AZ

Credit Intermediation and Related Activities

About the position

The Client Service Specialist III position is a hybrid role that serves as the primary contact for servicing commercial client requests. This role involves handling various tasks such as account opening, servicing, bank transaction inquiries, and providing technical support. The specialist is responsible for client training and promoting the adoption of online tools, ensuring a positive client experience through accurate and timely resolutions. The position requires independent work while adhering to regulations and procedures, and it also involves acting as a resource for new team members and being the first point of escalation for client issues.

Responsibilities

• Provides client support for onboarding or servicing activities received through various channels.
• Utilizes product, system, or process familiarity to resolve problems and handle customer requests/escalations independently.
• Generates alternatives and recommends solutions to improve processes.
• Conducts training of clients on online systems and assists in the training of new CSS hires.
• Supports the Document Management process through creation and maintenance of job-aids/procedures.
• Participates or may lead meetings and other duties or special projects as assigned by management.

Requirements

• Bachelor's Degree and 1 year of experience in Banking/Financial Services, Customer Service or Operations Support.
• High School Diploma or GED and 5 years of experience in Banking/Financial Services, Customer Service or Operations Support.

Nice-to-haves

• Attention to detail
• Ability to collaborate amongst various teams internally
• Knowledge in KYC preferred
• Experience with a relationship/ticket management system preferred

Benefits

• Comprehensive benefits program for full-time associates (20+ hours)
• Customized offerings designed to support families