Customer Service Representative I (Hybrid)

First Citizens Bank - Columbia, SC

Full-time

Hybrid - Columbia, SC

Credit Intermediation and Related Activities

About the position

The Customer Service Representative I position at First Citizens Bank is a hybrid role focused on providing exceptional service to clients in the financial services industry. The role involves answering inbound calls and chats, addressing client needs, and supporting sales initiatives. Candidates will undergo training both remotely and onsite, with the flexibility to work from home post-training, subject to business needs. The position requires a commitment to maintaining high service standards and professionalism while assisting clients with various banking inquiries.

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, including opening, closing, or placing holds on accounts.
• Identifies cross-sales opportunities through client profiles and account detail information.
• Promotes Bank products to clients and makes referrals to sales teams when possible.

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)

Benefits

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