Senior Business Support Specialist

Overview

This position supports Bank products or services within a business unit, in the execution of operating activities at the highest level of complexity. Responsible for reviewing processes, analyzing and resolving more advanced documentation or servicing issues that may arise. Implements enhancements to systems or processes in order to improve workflow. Ensures client satisfaction through the handling, processing, and servicing of escalated requests.

May provide a leadership role for the work group through knowledge in the area of specialization.

This position supports Bank products or services within a business unit, in the execution of operating activities at the highest level of complexity. Responsible for reviewing processes, analyzing and resolving more advanced documentation or servicing issues that may arise. Implements enhancements to systems or processes in order to improve workflow. Ensures client satisfaction through the handling, processing, and servicing of escalated requests.

May provide a leadership role for the work group through knowledge in the area of specialization.

Duties & Responsibilities:

• Account Servicing
  - Performs complex data entry, processing, and documentation. Ensures accuracy and compliance with all rules and regulations.
• Operations
  - Performs advanced operational tasks, manages vendor and associate inquiries. May lead team in direction and success of daily activities.
• Business Expertise
  - Acts as a resource in area of work. Performs process troubleshooting for both internal and external parties. May assist in promotion and distribution of Bank products or services. May support development of new products or services.
• Service & Support
  - Develops and maintains relationships with customers, associates, or vendors to achieve business goals and streamline service experience. Determines target needs and provides resolution. Handles escalated and complex support issues.

Minimum Required

Education and Experience:

Bachelor's Degree OR High School Diploma or GED/Equivalent and 4 years' experience in Support or Customer Service

Preferred Area of Study:

Required Licenses or

Certifications:

Bachelor's Degree and 0 years of experience in Support or Customer Service OR High School Diploma or GED and 4 years of experience in Support or Customer Service

• Community Association Banking Experience
• 1+ year of banking
• 4+ years of customer service experience

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