Job Description

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 or Cottonwood Heights, UT office.

Acts as the primary contact for the servicing of commercial client requests with a focus on Chat Servicing. Requests may consist of various task types inclusive of account opening, account servicing, bank transaction inquiries, and technical support. May also be responsible for influencing client adoption of online tools. While client requests are received through a variety of contact channels, this role will be primarily focused on supporting our chat channel. Resolutions are generated by navigating, researching, executing, or escalating issues 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 regular supervision and ensures adherence to all regulations, procedures, policies, and job-aids.

The schedule for this role is typically Monday-Friday 8:30am-5:30pm PST covering the closing shift (subject to change based upon business needs).

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 may be considered as 2 years overall experience

Preferred Qualifications:

Minimum of 1 year experience supporting the Chat Channel of a contact center Inbound contact center experience Experience supporting commercial banking clients Strong written and multi-tasking skills

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.