Customer Service Specialist II

The Customer Service Specialist II 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.

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.

Bachelor's Degree

- OR -

High School Diploma/GED and 4 years of experience in Customer Service

Additional Requirements:

Advanced written and verbal communication skills

Professional phone call experience and etiquette

Proficient with Microsoft Office Suite; Excel, PowerPoint, Word

Motivated and driven to learn

Preferred Qualifications:

Call Center experience

Banking/Finance industry experience

Salesforce / CRM experience

Large Financial Institution (LFI) experience

First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: https://jobs.firstcitizens.com/benefits.