Client Service Specialist II

4 weeks ago

Raleigh, United States First Citizens Bank Full time

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, Raleigh, NC or Cottonwood Heights, UT office. Acts as the primary contact for the servicing of commercial client requests. Requests may consist of various task types inclusive of account opening, account servicing, bank transaction inquiries and technical support. May also be responsible for client training and influencing client adoption of online tools. Requests are received through a variety of channels and resolutions are generated by navigating, researching, executing, or escalating the issue 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 limited supervision and ensures adherence to all regulations, procedures, and policies and job-aids. May serve as a resource for new team members. Detects areas for improvement. Collaborates with others to identify root causes of inquiries/issues to explore potential solutions. The schedule for this role is typically Monday - Friday covering the closing shift (subject to change based upon business needs) of 8:30am - 5:30pm PST. Responsibilities Daily Operations - Provides client support for onboarding and servicing activities received through various channels to inquiries that may be general to moderately complex; assistance with bank products; and/or technical support. Formulates responses or implements action under limited supervision which may result in 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 being implemented. Ensures adherence to all regulations, procedures, policies, and job-aids. Subject Matter Expert and Technical Resource - Identifies and recommends potential process improvements. Provides clients direct support and guides CSS I's as needed. A CSS II has upskilled beyond general or routine requests to handle multiple and more complex cases or inquiries. Collaboration - Supports the Document Management process through the creation and maintenance of job-aids/procedures. Participates in meetings, 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 5 years of experience in banking/financial services, customer service or operations support. Preferred Education: Bachelor's degree which may be considered as 2 years of overall experience. Preferred Qualifications: Inbound call center experience Experience supporting commercial banking customers Strong written and oral communication skills First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here . #J-18808-Ljbffr

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