Client Relations Specialist II
2 weeks ago
This position operates in a hybrid environment, requiring a balance of in-office and remote work.
We seek candidates who are located within a reasonable commuting distance to our designated offices.
As the primary liaison for addressing commercial client inquiries, you will handle a variety of requests including account setup, account management, transaction inquiries, and technical assistance. This role may also involve providing client training and promoting the use of online resources.Requests are received through multiple channels, and resolutions are achieved by navigating, researching, executing, or escalating issues, typically following established guidelines.
You will be responsible for enhancing the client experience by delivering accurate and timely solutions. You will perform assigned tasks with limited oversight while ensuring compliance with all relevant regulations, procedures, and policies. Additionally, you may serve as a resource for new team members and identify areas for improvement. Collaboration with colleagues to determine the root causes of inquiries and explore potential solutions is essential.The typical schedule for this role is Monday to Friday, covering the closing shift of 8:30 AM to 5:30 PM PST, subject to business needs.
ResponsibilitiesDaily Operations: Provide client support for onboarding and servicing activities through various channels, addressing inquiries that may range from general to moderately complex, including assistance with banking products and technical support.
Formulate responses or take action under limited supervision, which may lead to resolving inquiries during the initial contact or necessitate further research, problem-solving, or escalation to other internal teams. Problem-solving is guided by established precedents, and solution generation may involve recommending additional actions or banking products.
Subject Matter Expert and Technical Resource: Identify and suggest potential process enhancements. Provide direct support to clients and guide junior team members as needed. A Client Service Specialist II has advanced skills to manage multiple and more complex inquiries.
Collaboration: Assist in the Document Management process by creating and maintaining job aids and procedures. Participate in meetings and other duties or special projects as assigned by management.
QualificationsA Bachelor's Degree with 1 year of experience in banking or financial services, customer service, or operations support, or a High School Diploma/GED with 5 years of relevant experience.
Preferred Education: A Bachelor's degree may be considered equivalent to 2 years of overall experience.
Preferred Qualifications: Experience in an inbound call center, supporting commercial banking clients, and possessing strong written and verbal communication skills.
First Citizens Bank offers a comprehensive benefits program for full-time associates (20+ hours), tailored to support individuals and families.
For more information regarding our benefits offerings, please refer to our resources.
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