Customer Engagement Center Representative I

Overview

This position 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.

Responsibilities & Qualifications

Duties & Responsibilities:

Client Service - 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.

Business Proficiency - 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.

Crime Mitigation - Serves as initial point of contact for reported fraud and forgery. Documents the reported activity and takes appropriate action. Actions may include opening, closing, or placing holds on accounts as well as refunding feeds, submitting affidavits, and escalating to the appropriate internal parties.

Sales Support - Identifies cross-sales opportunities through client profiles and account detail information. Promotes Bank products to clients and makes referrals to sales teams when possible.

Position Specific Skills

Ability to work in multiple software applications at one time

Keyboard skills

Qualifications

Minimum Required Education and Experience: High School Diploma or GED and 1 years' experience in Call Center or Customer Service

Preferred Education:Bachelor Degree

Preferred Area Of Study

Preferred Area of Experience:

Required Licenses Or Certifications

Preferred Licenses or Certifications:

Additional Information

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)

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.