Bank Contact Center Specialist – Sales & Service

First Citizens Bank (Iowa); Mason City (IA); Hybrid; USD 34,000 - 42,000; Full time

Job summary

First Citizens Bank (Iowa) is seeking a Contact Center Representative to handle inbound calls, chats and ITM transactions, delivering professional customer service and identifying opportunities to grow customer relationships.

The role emphasizes accuracy, compliance, and teamwork across bank lines, with the flexibility for a supervisor-approved remote arrangement. Strong communication and banking knowledge are required.

Qualifications

• Greater than one year banking experience and/or associates degree or combination of.
• Knowledge of basic mathematical principles for account transactions.
• Cross-sell bank products and services by identifying customer needs and closing sales.

Responsibilities

• Answer inbound calls, chats, and ITM transactions with accurate responses.
• Identify customer needs and recommend appropriate products and services.
• Process deposits, transfers, online accounts, password resets and card maintenance.
• Monitor website inquiries, mailbox messages and online chat; respond promptly.
• Escalate delicate situations to the appropriate officer.
• Collaborate with other departments to resolve issues and improve processes.

Skills

Customer Service

Verbal/Written Communication

Attention to Detail

Organizing/Planning

Problem Solving

Adaptability

Sales Skills

Banking Knowledge

Education

Associate degree or equivalent

Job description

First Citizens Bank (Iowa) is seeking a Contact Center Representative to handle inbound calls, chats and ITM transactions, delivering professional customer service and identifying opportunities to grow customer relationships.

The role emphasizes accuracy, compliance, and teamwork across bank lines, with the flexibility for a supervisor-approved remote arrangement. Strong communication and banking knowledge are required.