Client Service Specialist III - Card Operations Team

Job Title

This is a hybrid role, with the expectation that work time will regularly take place inside and outside of a company office.

Responsibilities

Acts as the primary contact for the servicing of commercial debit and credit card client requests. Requests may consist of various task types inclusive of account opening, account maintenance, and account cancellations. May also be responsible for management of Card Email Inbox and monthly card monitoring processes. 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 largely independently and ensures adherence to all regulations, procedures, policies, and job-aids. Acts as a resource for new team members. Serves as the first point of escalation and is highly skilled as a client advocate accountable for issue resolution. Detects areas for improvement, identifies root causes of inquiries/issues, and aids in the generation of potential solutions.

Daily Operations - Provides client support for onboarding or servicing activities received through various channels to inquiries that may be routine to complex; assistance with bank products; and/or technical support. Utilizes product, system, or process familiarity to resolve problems and handle customer requests/escalations independently. May address problems not 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 - Generates alternatives and recommends solutions to improve processes. Generates resolutions for issues not guided by precedent. A CSS III has upskilled beyond general or routine requests to handle multiple and more complex cases or inquiries.

Collaboration - Conducts training of clients on on-line systems and/or assists in the training of new CSS hires. Supports the Document Management process through creation and maintenance of job-aids/procedures. Participates or may lead meetings; other duties, or special projects as assigned by management. May support some leadership activities.

Qualifications

Bachelor's Degree and 1 years 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 may be considered as 2 years overall experience

Preferred Skills:

• Credit card experience
• Intermediate Excel skills to include pivot tables and v-look ups
• Ability to build relationships across all levels of the organization
• Must be detail oriented, able to multitask and function in a fast-paced environment with minimal oversight
• Ability to manage high volume and production
• Must have excellent verbal, written, and interpersonal communication skills

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 jobs.firstcitizens.com/benefits.