About Company
First Citizens Bank, established in 1898, is one of the largest family-controlled banks in the United States, providing a full range of financial services including banking, wealth management, and commercial banking. With a strong presence in South Carolina, our Anderson branch proudly serves the local community, building lasting relationships based on trust and exceptional service. We are committed to fostering a supportive and inclusive environment for our associates, empowering them to grow professionally while delivering outstanding value to our customers. Our vision extends to leveraging innovative technologies and and digital platforms to enhance customer experience, making banking accessible and efficient for everyone, anywhere. We believe in investing in our people and technology to meet the evolving needs of our diverse customer base, solidifying our position as a leader in community banking with a forward-thinking approach. We value integrity, accountability, and a genuine desire to make a difference in the financial lives of our clients and the communities we serve.
Job Description
Are you a customer-centric individual with a passion for helping others succeed? Do you thrive in a remote work environment, utilizing digital platforms to deliver exceptional service? First Citizens Bank is seeking a dedicated and proactive Customer Success Representative for our Remote Platform. In this pivotal role, you will be the primary point of contact for customers utilizing our digital banking and remote services, ensuring their seamless experience and satisfaction. You will engage with customers through various digital channels – including chat, email, and video calls – to provide support, resolve issues, answer inquiries, and guide them through our online platforms and services. This position is ideal for someone who is tech-savvy, an excellent communicator, and committed to building strong customer relationships from a remote setting. You will be instrumental in advocating for customer needs internally, identifying trends, and contributing to the continuous improvement of our remote service offerings. Join a team that values innovation, customer success, and the flexibility of remote work, all while being part of a well-established financial institution. We are looking for someone who can proactively identify opportunities to deepen customer relationships, educate users on new features, and ensure they are maximizing the value they receive from First Citizens Bank’s digital solutions. Your success will directly contribute to our customers’ financial well-being and their overall positive perception of our brand, fostering loyalty and growth.
Key Responsibilities
- Serve as the primary point of contact for customers using First Citizens Bank’s remote and digital platforms.
- Respond to customer inquiries and provide solutions via chat, email, phone, and video conferencing in a timely and professional manner.
- Guide customers through the features and functionalities of our online banking, mobile app, and other digital services.
- Troubleshoot and resolve technical issues related to digital platforms, escalating complex problems to the appropriate teams.
- Proactively identify opportunities to educate customers on new features, services, and best practices to enhance their digital banking experience.
- Collect and relay customer feedback to product and development teams to drive continuous improvement of remote offerings.
- Maintain accurate records of customer interactions and transactions using CRM software.
- Adhere to all banking regulations, compliance standards, and internal policies.
- Collaborate with internal teams (e.g., IT, marketing, branch staff) to ensure a cohesive customer experience.
Required Skills
- 2+ years of experience in customer service, customer success, or a related client-facing role, preferably in a remote setting.
- Demonstrated proficiency with digital communication tools (e.g., chat platforms, video conferencing, email management).
- Strong technical aptitude and comfort with learning new software and digital platforms.
- Excellent verbal and written communication skills with the ability to explain complex information clearly and patiently.
- Proven problem-solving abilities and a proactive approach to issue resolution.
- High degree of empathy and a genuine desire to help customers.
- Ability to work independently and manage time effectively in a remote work environment.
- High-speed internet connection and a dedicated, quiet home office space.
Preferred Qualifications
- Bachelor’s degree in Business, Communications, Finance, or a related field.
- Experience in the financial services industry or with digital banking platforms.
- Familiarity with CRM systems (e.g., Salesforce, Zendesk).
- Certification in Customer Success or a related field.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off, including vacation, sick leave, and holidays.
- Opportunities for professional development and career growth.
- Flexible remote work environment.
- Employee assistance program.
- Banking benefits and discounts.
How to Apply
Interested candidates are encouraged to apply by clicking on the application link below. Please submit a detailed resume outlining your experience and qualifications relevant to this role. We look forward to reviewing your application and exploring how your skills can contribute to the success of our remote customer platform.