About Company
First Citizens Bank is one of the largest family-controlled banks in the United States, with a proud history of serving individuals, families, and businesses since 1898. We believe in building lasting relationships, fostering financial well-being, and contributing positively to the communities we serve. With a strong commitment to innovation and customer satisfaction, First Citizens Bank is constantly evolving to meet the changing needs of our clients. Our dedicated team is the heart of our success, and we empower our employees to grow professionally and personally within a supportive and inclusive environment. In Mason City, Iowa, we uphold our tradition of personalized service, deeply rooted in local values while leveraging cutting-edge technology to offer comprehensive banking solutions. We are a forward-thinking institution where integrity, customer focus, and community engagement are paramount.
Job Description
Are you passionate about building strong, meaningful relationships and providing exceptional service from the comfort of your home office? First Citizens Bank is seeking a highly motivated and empathetic Customer Relationship Partner to join our innovative Remote Department. This critical role is designed for individuals who thrive on connecting with clients, understanding their financial needs, and guiding them toward solutions that enhance their financial lives. As a Customer Relationship Partner, you will be the primary point of contact for a portfolio of clients, ensuring their banking experience is seamless, personalized, and efficient, all while operating within a dynamic remote work environment. You will leverage digital tools and communication platforms to engage with clients, offering advice, resolving complex inquiries, and identifying opportunities to introduce them to additional First Citizens Bank products and services that align with their goals. This is more than just a customer service role; it’s an opportunity to act as a trusted advisor, a problem-solver, and a key advocate for our clients, contributing directly to their financial success and the bank’s continued growth. We are looking for someone with a strong blend of interpersonal skills, financial acumen, and a proactive approach to client engagement, who is equally comfortable working independently and as part of a collaborative remote team.
Key Responsibilities
- Manage a dedicated portfolio of client relationships, serving as the primary point of contact for all banking needs and inquiries.
- Proactively engage with clients through virtual channels (phone, email, video conferencing) to understand their financial objectives and provide tailored solutions.
- Identify opportunities to deepen client relationships by cross-selling and up-selling relevant First Citizens Bank products and services, including checking, savings, loans, and investment solutions.
- Resolve complex customer issues and complaints efficiently and effectively, escalating as necessary to ensure client satisfaction.
- Maintain accurate and detailed client records, interactions, and financial information within the CRM system.
- Educate clients on digital banking tools and resources, promoting self-service options and enhancing their overall banking experience.
- Stay informed on all bank products, services, policies, and regulatory compliance requirements.
- Collaborate with internal teams, including lending, investments, and operations, to ensure a holistic and seamless client experience.
- Participate in ongoing training and professional development to enhance financial knowledge and client service skills.
- Adhere to all bank policies, procedures, and regulatory guidelines to ensure data privacy and security.
Required Skills
- Minimum of 3 years of experience in customer service, relationship management, or a client-facing role within the financial services industry.
- Proven ability to build and maintain strong client relationships through effective communication and personalized service.
- Excellent verbal and written communication skills, with a professional and empathetic demeanor.
- Strong problem-solving abilities and a proactive approach to addressing client needs.
- Proficiency in using CRM software, Microsoft Office Suite, and virtual communication tools.
- Demonstrated ability to work independently and manage time effectively in a remote work environment.
- Solid understanding of basic banking products and services (e.g., deposits, loans).
- High school diploma or equivalent.
- Ability to maintain strict confidentiality and adhere to banking regulations.
Preferred Qualifications
- Associate's or Bachelor's degree in Business, Finance, or a related field.
- Experience with advanced CRM systems or financial planning software.
- Knowledge of investment products or lending processes.
- Prior experience in a remote customer service or sales role.
- Bilingual proficiency is a plus.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement savings plan with company match.
- Paid time off (vacation, sick leave, holidays).
- Employee assistance program.
- Life insurance and disability coverage.
- Opportunities for professional development and career advancement.
- A supportive and collaborative remote work culture.
- Access to modern digital tools and resources for remote work.
- Employee banking benefits.
How to Apply
If you are a driven and client-focused individual ready to make a significant impact from your home office, we encourage you to apply! Please click on the application link below to visit our careers page. Search for roles relevant to “Customer Relationship Partner” or “Remote Client Services” and submit your resume and cover letter directly through our portal. Ensure your application highlights your experience in building client relationships and working effectively in a remote setting.