Senior Client Support Associate Shared Services

This is a hybrid role that will work in office 3 days per week and 2 days remote. This role will be located in Atlanta, GA.

The Senior Client Support Associate Shared Services delivers relationship-based support for consumer and/or business clients, managing assigned portfolios, proactively supporting client needs and service events, and taking end-to-end ownership through resolution. The associate executes work in aliment with Service Excellence standards – demonstrating urgency, accuracy, end-to-end ownership, effective communication, and consistently delivering ‘Made My Day’ experiences. This role does not engage in direct customer sales; however, it may support banker sales enablement efforts, as needed.

Duties & Responsibilities:

• Service Excellence Delivery - Deliver timely, responsive service with a strong sense of urgency, ensuring all request meet established SLAs. Execute with a high degree of precision and attention to detail to maintain quality assurance standards and minimize rework. Take full ownership of requests from Intake to resolution, coordinating across partners as needed for seamless execution. Communicate proactively and clearly, providing timely updates and setting appropriate expectations. Create “Made My Day” experiences by going beyond the request and delivering thoughtful, memorable service.
• Client Relationship Servicing- Act as the primary service contact for assigned client portfolios, building and maintaining trusted relationships with clients and bankers through consistent, high-quality interactions. Conduct proactive, high-touch outreach tied to key milestones and service events to strengthen client and banker relationships. Act as a strategic service partner to bankers, supporting relationship retention and development. Resolve complex servicing scenarios, including exceptions and non-standard requests, delivering on Made My Day experiences.
• Risk & Compliance- Execute transactions in compliance with regulatory requirements, internal policies, and established control procedures. Follow documented procedures for 100% of applicable activities. Complete required compliance training and maintain necessary certifications on time. Identify and escalate exceptions or potential risk concerns promptly.
• Continuous Improvement- Actively seek and apply coaching and feedback to strengthen service excellence and performance. Participate in quality reviews and performance discussions to identify improvement opportunities and elevate individual performance. Contribute ideas to help elevate Service Excellence standards across the team.

Qualifications:
Minimum Required Education and Experience: Bachelor's Degree OR High School Diploma or GED/Equivalent and 2 years' experience in financial services and customer service.

Preferred Qualifications:

• Strong communication skills both written and oral.
• Strong customer service experience, has a service excellence mindset.

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 https://jobs.firstcitizens.com/benefits.