Customer Service Representative I (hybrid)

Customer Service Representative

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 commutable drivable distance to our Phoenix, AZ office.

Are you looking for a fun and exciting career in the Financial Services Industry? Are you someone who values integrity? Are you someone who wants to help valuable customers and resolve issues? Are you looking for stability? First Citizens Bank is hiring multiple full-time Customer Service Representatives in our inbound Customer Engagement Center for hybrid positions working on site and remote. Bilingual skills (Spanish) are a plus.

Based on the nature of our business, the Bank has certain restrictions on hiring people with criminal histories involving financial crimes, certain drug-related offenses, dishonesty, or breach of trust. Accordingly, we conduct fingerprinting, background checks (criminal, education and verification of previous employment), and drug tests prior to employment. The Bank will consider qualified candidates with criminal histories in a manner consistent with the requirements of applicable local, state and federal law including Section 19 of the Federal Deposit Insurance Act.

Hours of Operation: Mon-Fri 6am-6pm PST, Sat 7am-3pm PST, various full-time schedules available

Responsibilities

• 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. • Provides accurate, confidential client service through bankcard, business online banking, or general servicing knowledge.

Qualifications

Basic Qualifications:

High school diploma or GED with 1 year call center or customer service experience.

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.

Other Preferred Qualifications:

• Call center experience.
• Bachelor’s degree.
• Financial Services experience.
• Bilingual (Spanish).