Job Overview First Citizens Bank, a leading financial institution committed to empowering customers with personalized banking solutions, is hiring a Customer Service Representative I. This fully remote position, based in South Carolina, offers the flexibility to work from anywhere in the state while delivering outstanding support to our valued clients. As a key member of our customer service team, you will play a vital role in maintaining high satisfaction levels and fostering long-term relationships through effective communication and problem-solving. Key Responsibilities Respond promptly to customer inquiries via phone, email, and chat, providing accurate information on account details, transactions, and banking products. Resolve routine issues such as account discrepancies, payment processing, and technical glitches, escalating complex matters to senior staff when necessary. Maintain detailed records of interactions in our CRM system to ensure seamless follow-up and compliance with banking regulations. Actively listen to customer needs, offer tailored solutions, and upsell relevant services to meet their financial goals. Collaborate with internal teams, including fraud prevention and loan services, to deliver comprehensive support. Contribute to team goals by participating in training sessions and process improvement initiatives to enhance service quality. Required Qualifications High school diploma or equivalent required; associate's or bachelor's degree in business, communications, or related field preferred. Minimum of one year of customer service experience, ideally in a call center or financial services environment. Proficiency in Microsoft Office Suite and familiarity with customer relationship management (CRM) software. Must be authorized to work in the U.S. and able to pass a background check and credit review. Strong attention to detail and ability to multitask in a fast-paced, remote setting. Skills Exceptional verbal and written communication skills with a customer-centric approach. Problem-solving abilities to handle diverse scenarios efficiently. Technical aptitude for navigating banking systems and remote collaboration tools like Zoom and Microsoft Teams. Empathy and patience to de-escalate challenging interactions. Time management skills to meet performance metrics, including call volume and resolution times. Company Info First Citizens Bank has been a trusted name in banking for over 125 years, serving communities across the Southeast with innovative products like checking accounts, mortgages, and wealth management. Headquartered in Raleigh, NC, we prioritize employee well-being, diversity, and community involvement, earning recognition as a top workplace by Fortune and Glassdoor. Benefits Competitive salary with performance-based incentives. Comprehensive health, dental, and vision insurance, plus 401(k) matching and tuition reimbursement. Generous paid time off, including vacation, sick days, and holidays. Remote work setup support with home office stipend and wellness programs. Employee assistance programs and professional development resources. Growth Opportunities Advance your career through structured training programs, mentorship, and clear paths to roles like Customer Service Supervisor or Relationship Banker. Participate in leadership development initiatives and cross-functional projects to build expertise in banking operations. Join a supportive culture that values internal promotions, with many team members progressing to senior positions within their first few years.