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Advanced Customer Service Specialist
2 months ago
This role operates in a hybrid environment, requiring a blend of in-office and remote work.
We seek candidates who are within a reasonable commuting distance to our designated offices.
The Client Advisory Services Quality Control team plays a vital role in maintaining the precision, adherence to procedures, and integrity of data produced by our implementation teams. The selected candidate will collaborate closely with the team to conduct thorough quality assessments of the work performed by implementers.
Work Schedule:
Monday to Friday, 9:00 AM to 6:00 PM PST
Key Responsibilities
Daily Operations: Provide comprehensive client support for onboarding and service-related inquiries, ranging from routine to complex issues. Assist clients with banking products and offer technical support as needed. Utilize knowledge of products, systems, and processes to independently resolve customer requests and escalations, addressing issues that may not have established precedents. Generate solutions that may involve recommending additional actions or banking products.
Subject Matter Expertise: Propose alternatives and recommend enhancements to existing processes. Resolve issues that lack predefined solutions. A Client Service Specialist III is expected to handle a broader range of complex inquiries beyond standard requests.
Collaboration: Facilitate training sessions for clients on online systems and assist in onboarding new Client Service Specialists. Support the Document Management process by creating and maintaining job aids and procedures. Participate in or lead meetings and undertake additional duties or special projects as assigned by management. May also assist in certain leadership functions.
Qualifications
High School Diploma or GED with a minimum of 5 years of experience in Banking/Financial Services, Customer Service, or Operations Support.
Preferred Education:
Bachelor’s degree, which may be considered equivalent to 2 years of overall experience.
Preferred Qualifications:
- Experience in Quality Control
- Experience in Quality Assurance
- Ability to learn and adhere to complex regulatory requirements and procedures with precision
- Strong verbal and written communication skills
- Attention to detail
- Ability to manage multiple tasks and handle high volumes of work
- Understanding of client onboarding processes, including Know Your Client regulations
First Citizens Bank offers a comprehensive benefits program designed to support our associates at various stages of life. Full-time associates (20+ hours) are eligible for a range of customized benefits, including those tailored for families.
For more information regarding our benefits offerings, please refer to our resources.
