Program Overview

Client Industry: Financial Services – Direct Banking

Service Type: Inbound Customer Service

Opportunity ID: 19814

Agents will handle inbound calls related to:

• Balance and transaction inquiries
• Online banking assistance
• Fraud monitoring and card activity
• Cross-sell referrals when appropriate

Revenue Structure

Certification SOW Revenue (During Training)

• $7.64 per hour
• $3.82 per 30-minute interval
• Not eligible for DailyPay
• Minimum servicing requirement: 10 hours (20 intervals) per week

Production SOW Revenue (After Training)

• $14.00 per hour
• $7.00 per 30-minute interval

Incentives

Certification Incentive #1

Earn an additional $1.81/hour ($0.905 per interval) when servicing a minimum of 12 hours (24 intervals) per week after completion of Phase II.

Certification Incentive #2

Service a minimum of 13 hours per week (post-Phase II) to earn $100.00 once offered and accepting the first Production SOW (per agent).

Certification Schedule

Phase 1 – Instructor Led + Self-Study

March 23, 2026 – April 16, 2026

Monday–Friday

9:00 AM – 3:00 PM ET (6 hours daily)

No class on April 3

Phase 2 – Live Call Taking

April 17, 2026 – April 30, 2026

Servicing Hours Available (Production)

Monday–Friday

9:00 AM – 9:00 PM ET

Saturday

10:00 AM – 6:00 PM ET

Special Requirement:

Minimum 2 hours (4 intervals) must be serviced on Mondays.

System & Equipment Requirements

Must meet Arise platform standards.

Phone line options required Day 1:

• Cable telephony (direct to modem/router)
• Digital service (direct to modem/router)
• VoIP via physical hard phone
• Hardwired telephone + headset

Additional requirements:

• Dual monitors strongly recommended
• Apple or Android phone required for verification
• Webcam required for class
• Must maintain fully updated Windows 11
• Thinscale compliance required

Service Level Requirements

Commitment Adherence: ≥ 90%

Average Handle Time (AHT): < 510 seconds

First Call Resolution (FCR): > 90%

Client Escalations: < 2 per month

Quality Score: > 90%

Failure to meet metrics may result in termination of SOW.

Certification Completion Criteria

• 85% or higher on all assessments
• 85% average on 2 QA evaluations within first 5 days
• No more than 2 errors during Phase 2
• 100% completion of self-study modules
• Security Awareness course completed with 85%+

Webcam required during all engagement activities.

Financial & Compliance Requirements

Background Check + Drug Screening + Photo ID Verification required.

Cost: $75 paid directly to vendor

Must complete background and drug screening at least 7 days before class start.

Credit freeze must be lifted with Experian before initiating background check.

Class Confirmation Deposit

$50.00

• Must be paid within 48 hours of enrollment
• Refunded after attending full first day
• Non-refundable if no-show or withdrawal before class

Enrollment Restrictions

You do NOT qualify if:

• Serviced another banking client in past 6 months
• Commitment Adherence below 90%
• Dropped/failed certification in last 60 days
• 3 drops/fails in 12 months
• Previously serviced any First Citizens program with credentials
• Located in: DE, HI, IN, MI, NV, NM
• Currently enrolled in another overlapping opportunity