Industry: Financial Services | Direct Bank

About the Client

First Citizens Bank & Trust Company is a longstanding U.S. financial institution headquartered in Raleigh, North Carolina. Established in 1898, the bank provides a broad range of personal, business, commercial, and wealth management services across the country.

The Direct Bank division focuses on digital and remote banking services, supporting customers who primarily manage their accounts online or through contact centers rather than physical branches.

What “Direct Bank” Means

The Direct Bank model centers around:

• Online and mobile banking platforms
• Remote account servicing and support
• Digital account management and transactions
• Fraud monitoring and card activity review
• High-volume inbound customer interaction

This is a customer experience–driven environment where service partners play a key role in maintaining trust, compliance, and financial accuracy.

The Type of Customers You’ll Support

Customers may call regarding:

• Balance and transaction inquiries
• Debit card activity
• Online banking access issues
• Account updates and maintenance
• Fraud alerts and suspicious activity
• General product and service questions

Because this is a financial services program, customers often call with time-sensitive or sensitive account matters. Professionalism and attention to detail are critical.

Service Culture & Expectations

First Citizens emphasizes:

• Personalized service
• Accuracy and compliance
• Fraud prevention and security awareness
• First-call resolution
• Professional and polished communication

This is not a casual customer service environment. Agents must be:

• Process-driven
• Comfortable navigating multiple systems
• Strong in compliance-based workflows
• Confident with cross-selling and referral identification
• Calm under pressure

Why This Client Matters

Banking clients typically offer:

• Stable, consistent call volume
• Structured servicing schedules
• Long-term production opportunities
• Performance-based incentives

However, they also require:

• Strict adherence to metrics
• High QA performance
• Strong commitment adherence
• Background and drug screening compliance

Ideal Service Partner Profile

This program is best suited for individuals who:

• Have prior banking, financial services, or regulated industry experience
• Are comfortable discussing financial matters
• Can multitask across multiple applications
• Have strong keyboarding skills
• Maintain a quiet, professional work environment
• Understand compliance and security protocols