Service Representative

Senior Sales & Service Representative

At First Citizens Bank, together we become better. We're looking for people who want more than just a job - who want to make a difference in the communities where we live and work.

As a Senior Sales & Service Representative at First Citizens Bank, you will support sales and service delivery in the branch, build and expand banking relationships through proactive customer outreach and customer service requests, and be responsible for the fulfillment of deposit accounts, payment solutions and digital access products. This position identifies and refers sales opportunities to the appropriate bank partner, and adapts to the needs of the branch, providing customer service in both a transaction processing and sales role.

The successful candidate will demonstrate:

• Influence: Capable of building rapport with different personalities to drive positive results
• Sales Outreach: Self-starter that is disciplined to manage daily calling activity to achieve required results.
• Communication Skills: Comfortable and confident with proactively engaging in conversation; Demonstrates professionalism and empathy in customer interactions
• Adaptability: Has the ability to learn and adapt quickly to new information and technology; Capable of handling multiple demands and can readily shift priorities to ensure work is done efficiently
• Teamwork: Strives to build strong working relationships with those on their team as well as cross-functional relationships
• Agility: Able to process information and move quickly through problem resolution

Responsibilities:

• Sales - Achieve individual and/or team financial, production and relationship results relative to the specific metrics and goals assigned. Sales results should align with the needs of the community and ultimately support the organizational commitment to diverse lending. Engage with customers, prospects and referral sources through proactive outreach. When appropriate, represents the Bank in the community by attending and participating in civic and community events for the purpose of generating additional business and identifying potential CRA opportunities for the Bank. Engage in sales practices that are aligned to create value for both the customer and the bank. Appropriate partnering, planning and preparation occurs to ensure conversations provide the relevant financial guidance needed to drive informed decisions.
• Service Standards - Foster collaborative partnerships that deliver value for customers, prospects and colleagues. Initiate conversation to uncover sales or referral opportunities. Listen attentively and ask insightful questions to understand customer needs and preferences; and take prompt actions to address immediate needs. Proactively look for way to optimize performance by seeking coaching, supporting Bank initiatives and leveraging tools to enhance activities.
• Operations and Administration - Comply 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. Complete required training by established deadlines. Perform general office management duties as assigned to ensure operational efficiency. Associates in roles defined to take deposits are accountable for transaction accuracy and operational efficiency of that function. The results may include an accountability for individual contribution as well as team performance.

Qualifications:

• Basic Qualifications:
• High School Diploma or GED and 1 year of experience in sales or customer service; OR
• 6 months of experience in a customer support role at First Citizens Bank; OR
• Participation in a First Citizens career development program
• Required Skills and Experiences:
• Must have 1+ years of recent experience as a Universal Banker
• 1+ years of experience with using a retail banking sales platform
• 1+ years of experience with meeting and exceeding sales goals
• Preferred Skills and Experiences:
• Experience with the application of a structured sales process and telephone sales
• Financial literacy or knowledge of retail banking products and services
• Bachelor's degree preferred

If hired in Massachusetts, the base pay for this position is generally between $23.13 and $31.29 per hour. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at