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Client Support Specialist III
2 months ago
This role operates in a hybrid environment, requiring regular presence both in the office and remotely.
We seek candidates who are located within a reasonable commuting distance to our designated offices.
The Client Service Quality Control team plays a vital role in ensuring the precision, adherence to procedures, and integrity of data managed by the implementation teams. The individual in this role will collaborate closely with the team to conduct quality assessments of the work performed by implementers.
Work Schedule:
Monday to Friday, 9:00 AM - 6:00 PM PST
Key Responsibilities
Daily Operations: Provide client support for onboarding and service-related activities received through various channels, addressing inquiries that range from routine to complex. This includes assistance with banking products and technical support. Utilize familiarity with products, systems, or processes to independently resolve issues and manage customer requests or escalations. May involve addressing unique problems not guided by existing precedents. Solutions may lead to recommendations for additional actions or banking products.
Subject Matter Expert and Technical Resource: Develop alternatives and propose solutions to enhance processes. Resolve issues that are not covered by established guidelines. A Client Service Specialist III has advanced skills beyond general inquiries, capable of managing multiple and more intricate cases.
Collaboration: Facilitate training 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 other duties or special projects as assigned by management. May also support 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
- Capability to multitask and manage high volumes of work
- Understanding of client onboarding processes, including Know Your Client protocols
First Citizens Bank offers comprehensive benefits programs tailored to support associates at various life stages. Full-time associates (20+ hours) are eligible for a robust benefits package, featuring customized offerings designed to support families in diverse forms.
For more information regarding our benefits offerings, please refer to our official resources.
