First Citizens Bank & Trust

Inbound Customer Service Opportunity

Class Start Date: January 21, 2026

This opportunity is now available for agents interested in supporting a long-standing, reputable financial institution. Please review all details thoroughly to determine whether this program aligns with your schedule, equipment, and certification requirements.

Program Overview

First Citizens Bank & Trust, established in 1898, provides financial services to individuals and businesses nationwide. Agents on this program will handle inbound customer service calls focused on banking inquiries, fraud and ID-theft concerns, general account questions, online banking assistance, and referral opportunities.

This program requires strong professionalism, accuracy, and the consistent ability to provide secure, confidential service.

This opportunity requires a background check, drug screening, and photo ID verification to be completed and cleared at least 7 days prior to class.

Service Revenue

Production Service Revenue

• $14.00 per hour ($7.00 per interval (interval = 30mins))

Platform Usage Fee of 5% applies.

Certification Service Revenue

• $7.64 per hour ($3.82 per interval (interval = 30mins))

Incentives During Certification

• Earn an additional $1.81 per hour when servicing a minimum of 12 hours (24 intervals) weekly after Phase II begins.

• Earn a $100 incentive when servicing at least 13 hours per week during the Certification SOW and accepting the first Production SOW offered.

Servicing Hours

Intervals Available:

• Monday – Friday: 8:00 a.m. – 9:00 p.m. ET

• Saturday & Sunday: 8:00 a.m. – 8:00 p.m. ET

• Most Holidays: 8:00 a.m. – 6:00 p.m. ET

Subject to change based on client needs.

Special Requirement:

A minimum of 5 hours (10 intervals) is required on Mondays and/or Fridays.

Class Schedule

Phase I – Instructor-Led / Self-Study

• January 21, 2026 – February 13, 2026

• Monday–Friday

• 6-hour daily class

Class Times Offered:

• 9:00 a.m. – 3:00 p.m. ET

• 3:00 p.m. – 9:00 p.m. ET

No class on February 16.

Phase II – Certification Live Call-Taking

• February 17, 2026 – February 25, 2026

Agents begin taking live calls and earning service revenue.

Class Confirmation Deposit:

A $50 deposit is required and is non-refundable if dropped or not present on the first day of class.

Attendance:

100% attendance is strongly recommended. Failure to attend Day 1 results in automatic removal from the course.

Certification Completion Requirements

Agents must meet all of the following to complete certification successfully:

• Pass all assessments with an 85% or higher

• Average 85% or higher on two QA evaluations during the first five days of call-taking

• No more than three FCB-issued errors in Phase II

• 100% completion of all self-paced modules, including Security Awareness

• Daily selfie scan (facial authentication) for classroom entry

• Consistent, timely class attendance and communication with instructor

Servicing Responsibilities

Agents will:

• Serve as the first point of contact for customer banking inquiries

• Provide support related to retail and commercial banking, fraud, ID theft, online banking, and bankcard services

• Research account issues and provide accurate, confidential assistance

• Identify opportunities for referrals when appropriate

• Maintain professionalism, strong communication, and customer satisfaction standards

Top-performing agents demonstrate strong prioritization, patience, and an ability to handle sensitive information securely.

Service Level Requirements

These metrics must be maintained once servicing begins:

• Commitment Adherence: Greater than 90%

• Quality Assurance: Fewer than 2 errors per month

• Average Handle Time: Under 500 seconds

• First Call Resolution: Above 89%

• Customer Satisfaction: Above 92%

Failure to meet one or more service levels may result in SOW termination.

Security, Background Check, and Drug Screening

This opportunity requires:

• Background check

• Drug screening

• Photo ID verification

• Daily facial authentication to enter class

Important Notes:

• Background check + drug screening cost is $75, paid directly to the vendor.

• Drug screening must be completed within 48 hours of receiving the email.

• Drug screening and background check must be fully cleared at least 7 days before class start.

• Credit freezes must be temporarily lifted with Experian for the check to process.

System & Equipment Requirements

The following are required for this program:

Operating System

• Windows 11 (fully updated, no pending updates)

Phone Line Options

One of the following is required:

• Hard-wired POTS line

• Cable telephony (direct connection to router/modem)

• Digital service (direct connection to router/modem)

• VoIP physical hard phone (desk phone)

Other Requirements

• Hardwired telephone and headset

• Dual monitors strongly recommended

• Apple or Android phone for verification

• Quiet, professional work environment

A PC scan is required upon entering the classroom on Day 1.

Eligibility Restrictions

Agents do not qualify if:

• You previously serviced First Citizens Bank & Trust or were issued client credentials

• You serviced any banking client within the past 6 months

• You were terminated for cause on any SOW

• You are enrolled or interested in another opportunity

• Class schedule overlaps with any other class

• You have a drop/failed status within the past 60 days

• You have 3 drops/fails in any 12-month period

Eligibility Disclaimer

If you are unsure whether you qualify for this opportunity, you may proceed with the enrollment attempt. If you do not meet the eligibility requirements, the system will prevent enrollment and you will receive an alert notifying you that you are not eligible. The message may indicate that you did not meet or pass the Smart Qualifications for this opportunity.

For additional assistance or questions, please submit a support request through the AltaConnect Help Desk:

https://wearealtaconnect.com/helpdesk