• Handle inbound calls as part of a 24/7 GuestCare call centre • Act as an extension of multiple clients’ teams, following their specific processes and guidelines • Manage out-of-hours support, stepping in when client teams are offline • Resolve a wide range of GuestCare scenarios — access issues, guest concerns, and urgent requests • Make outbound calls to drive resolutions and provide updates • Multitask across multiple systems, quickly adapting based on the client and type of call • Confidently switch between tools, platforms, and workflows depending on which customer you are supporting • Assess urgency and take action within client-approved frameworks • Escalate where needed while ensuring a smooth customer experience • Communicate clearly, calmly, and professionally in high-pressure situations • Accurately log all interactions and outcomes • Provide feedback to managers on client processes, documentation, and workflows to ensure requests are realistic, scalable, and operationally effective

Role Description This is a remote role and will be hired in Arizona, North Carolina, or South Carolina. Must be able to work 12pm - 9pm EST or 8am - 5pm PST. The Business Support Specialist I supports Treasury Management Bank products or services within a business unit, in the execution of daily operating activities. Works directly with individuals to address issues and respond to inquiries. Facilitates workflow and ensures client satisfaction through the handling, processing, and servicing of requests. - Account Servicing: Manages accounts, portfolios, or packages specific to line of business, including creation and termination. Performs routine data entry, processing, and documentation. Ensures accuracy and compliance with all rules and regulations. - Operations: Performs various operational tasks that occur during customer, vendor, and associate inquiries. - Service & Support: Develops relationships with customers, associates, or vendors to achieve business goals and streamline service experience. Determines target needs and provides resolution. - Business Proficiency: Provides knowledge in area of work. Assists in troubleshooting for both internal and external parties. May assist in promotion and distribution of Bank products or services. Qualifications - High School Diploma or GED and 2 years of experience in Operations, or Support, or Customer Service - Preferred Qualifications: - Knowledge of Treasury Management products - Customer service experience in call center environment - Experience with Commercial Advantage Benefits 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 .

• Process all vehicle and equipment assignment and de-assignment forms accurately and in a timely manner. • Process vehicle transfers within the equipment management system to ensure accurate reporting, tracking, and asset assignment. • Maintain and update equipment and vehicle records as required. • Review weekly and monthly vehicle assignment reports to verify accuracy and coordinate necessary updates or corrections. • Distribute vehicle registration, license plate, and related documentation to assigned drivers. • Assist Equipment Specialists with vehicle procurement, vehicle call-offs, reporting, and other fleet-related activities. • Provide administrative support to the Equipment Coordinator teams. • Enter and maintain data within company equipment management systems and databases. • Assist with departmental reporting, audits, and recordkeeping activities. • Respond to inquiries from internal and external customers in a professional and timely manner. • Communicate information, requests, and messages to appropriate personnel to support efficient operations. • Support company initiatives related to asset management, fleet management, and equipment tracking. • Assist with special projects and other duties as assigned.

• You are part of our support team and take care of the electronic data processing • You're the first point of contact for our customers, processing incoming e-mails and responding to customer questions and inquiries in an efficient and effective manner • Supporting the team in executing and optimizing all processes within the customer service department