Remote Customer Service/Tech by Phone

What to Expect

On a daily basis for the First Citizens Bank & Trust Direct Bank Program:

Serve as an initial point of contact on banking inquiries and concerns.

Provide support for existing and prospective clients via inbound telephone calls.

Resolve concerns on retail, commercial, and online banking as well as bankcard, fraud, forgery, ID theft, policy, and procedural questions.

Identify cross-sell opportunities and make referrals as appropriate.

Provide accurate, confidential client service through bankcards, business online banking, or general servicing knowledge.

Capabilities of Top Performing Service Partners for this
Program
Outstanding Prioritization skills
Display patience and empathy
Skilled and efficient in writing and verbal communication
Provide knowledgeable, friendly, and eloquent customer service

In this phase: Phase 1
Agents will learn about the client, how to
navigate and use systems, tools, and
applications, and learn policies and procedures,
ensuring high levels of compliance.
Instructor-Led:
Requires strong attention to detail, lengthy
periods of intense concentration, and a great
deal of learner involvement and class
participation.
Four weeks: 6 hours of Instructor-led learning per
day and up to 2 hours of Self-Paced content per
day.
PHASE 2:
Certification Live
Call-Taking
Earn While You Learn!
In this phase:
Apply what youve learned in Phase I and start
earning service revenue!
Continue to work with Instructors and Support
Resources and receive enhanced review and
feedback.

During the Certification SOW, Service Partners are
required to service a minimum of 30 intervals per
week during times posted in Starmatic and as
outlined in the SOW. Please review the
Certification SOW for additional information,
including the end date.

THIS OPPORTUNITY REQUIRES A BACKGROUND CHECK, DRUG SCREENING
AND PHOTO ID VERIFICATION

Successfully pass all assessments scoring 85% or higher
Score an average of 85% on 2 QA Evaluations during the first 5 days of taking calls
100% completion of all self-paced modules, including compliance modules
Complete the Photo ID Verification
All learners must complete the Service Partner Security Awareness self-paced course and score 85% or higher on the assessment before the last day of class in order to be certified