Job Overview First Citizens Bank, a leading financial institution committed to fostering strong customer relationships, is seeking a dedicated Customer Service Representative I to join our remote team in North Carolina. This full-time role offers the flexibility to work from anywhere within the state, allowing you to deliver outstanding support to our valued clients while enjoying the benefits of a work-from-home environment. As a key member of our customer service team, you will handle inbound inquiries, resolve issues efficiently, and contribute to the bank's reputation for reliable and personalized banking services. Key Responsibilities In this position, you will respond to customer inquiries via phone, email, and chat, ensuring prompt and accurate resolutions to issues related to accounts, transactions, and banking products. You will actively listen to customer needs, provide clear explanations of bank policies and procedures, and escalate complex matters to appropriate departments when necessary. Additionally, you will maintain accurate records of interactions in our CRM system, identify opportunities to upsell relevant products, and collaborate with team members to improve service quality. Your day-to-day tasks will include troubleshooting common problems, processing basic account maintenance requests, and following up on customer feedback to enhance satisfaction levels. Required Qualifications Candidates must have a high school diploma or equivalent, with at least one year of experience in customer service, preferably in a call center or financial services environment. Strong communication skills, both verbal and written, are essential, along with the ability to multitask in a fast-paced setting. Proficiency with computer systems and basic office software is required, and you must be authorized to work in the United States. A background in banking or familiarity with financial terminology is highly desirable. Skills Success in this role demands exceptional interpersonal skills, empathy, and the ability to remain calm under pressure. Technical proficiency includes navigating customer relationship management (CRM) tools, typing speed of at least 35 WPM, and familiarity with remote collaboration platforms like Microsoft Teams or Zoom. Problem-solving abilities, attention to detail, and a customer-centric mindset are critical, complemented by time management skills to meet performance metrics such as average handle time and first-call resolution rates. Company Info First Citizens Bank has been a trusted name in banking for over 125 years, offering a wide range of personal, business, and wealth management services across the Southeast. Headquartered in Raleigh, North Carolina, we pride ourselves on our community-focused approach, innovative solutions, and employee development programs. Our remote NC team is part of a larger network dedicated to excellence in customer service. Benefits We offer competitive compensation, comprehensive health insurance including medical, dental, and vision plans, a generous 401(k) match, and paid time off. Remote employees receive home office stipends, wellness programs, and flexible scheduling options to support work-life balance. Additional perks include tuition reimbursement, employee assistance programs, and recognition rewards. Growth Opportunities At First Citizens Bank, your career progression is a priority. Start as a Customer Service Representative I and advance to senior roles, team lead positions, or specialized banking departments through our robust training programs and mentorship opportunities. We encourage internal mobility and provide certifications in customer service excellence and financial services to fuel your professional growth.