About this role
This position works in a call center environment providing administrative and customer service support to the Equipment Finance Division. Performs a full range of customer service activities including addressing inquiries and concerns to find solutions and to provide outstanding customer experience to our customers. May provide assistance for less experienced specialists through knowledge in the area of work.
Responsibilities
Inbound Calls - Performs a full range of customer service activities by responding promptly and accurately to customer inquiries via inbound calls and emails. Processes a variety of customer requests within medium to high complexity levels which includes account reconciliation, account updates, document requests, copy of invoices, buyout quotes, web portal troubleshooting, etc.
Operations and Administration - Performs duties and special projects as assigned by Management to ensure operational efficiency. Complies with all regulations, bank policies, procedures, and delegated authorities to manage risk related to credit, operational, reputational, regulatory, and legal aspects of personal interactions, customer transactions, and financial exposures. Completes required training by established deadlines.
Qualifications
Bachelor's Degree
- OR -
High School Diploma or GED and 4 years of experience in Customer Service
Additional Requirements:
Advanced written and verbal communication skills
Business professional call experience and etiquette
Proficient with Microsoft Office Suite; Excel, PowerPoint, Word
Motivated and driven to learn
Strong technical skills
Preferred Qualifications:
Call Center experience
Banking/Finance industry experience
Salesforce/CRM experience
Sales experience/skills
Experience in retail banking
Large Financial Institution (LFI) experience
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.
Other facts
About First Citizens Bank
First Citizens Bank helps personal, business, commercial and wealth clients build financial strength that lasts. Headquartered in Raleigh, N.C., First Citizens has built a unique legacy of strength, stability and long-term thinking that has spanned generations. First Citizens offers an array of general banking services including a network of more than 500 branches and offices in 30 states; commercial banking expertise delivering best-in-class lending, leasing and other financial services coast to coast; innovation banking serving businesses at every stage; and a nationwide direct bank. Parent company First Citizens BancShares, Inc. (NASDAQ: FCNCA) is a top 20 U.S. financial institution with more than $200 billion in assets.
Visit firstcitizens.com or call toll-free 1.888.FC DIRECT (1.888.323.4732). First Citizens Bank. Forever First®. Member FDIC. Equal Housing Lender.
Social Media Terms of Use: https://www.firstcitizens.com/socialterms
What you'll do
- This role involves providing comprehensive administrative and customer service support within a call center setting for the Equipment Finance Division, primarily by responding accurately to customer inquiries via inbound calls and emails. Responsibilities also include processing various customer requests of medium to high complexity, such as account updates, invoice copies, and troubleshooting web portals.
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