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Notice to Members: Contact Center will close mid-day for training.
|As a company, First Citizens’ takes pride in living our core value of Doing What’s Right and providing a positive member experience. Clearly, over the last several months that may not be the case. We have been and continue to experience high call volumes resulting in longer wait times when calling our Contact Center. We let you down, which is something we never aspire to do. We also want to be honest and share that the COVID-19 pandemic had a profound impact on our staff. As part of our commitment to our team members we made it a priority to support leave or time off requests for our team to care for family, support their children with remote learning and other staffing changes. However, we are proud to share that we never laid off any team members and did continue to hire for open positions. We understand how frustrating this has been and want you to know that we are truly listening to all your feedback.
We have persevered and are excited for the future of our Contact Center team. With a fully staffed crew and newly appointed team leads, our Contact Center is ready to provide the best customer service to our members. To ensure they are given all the resources to do so, we will be providing in depth training that requires our Contact Center to close early for a short period of time, one day a month over the next few months. Below are the dates for this scheduled training.
April 20th – Closing Early at 12 Noon
May 12th – Closing Early at 12 Noon
June 9th – Closing Early at 12 Noon
Members can reach us via Chat while our Contact Center is closed. You can access our Chat tool below and on our mobile app. Just click the “Chat With Us” button to get started. Our ATM/ITMs, automated telephone banking, drive-up windows and appointment scheduling are still available during these times. We apologize for any disruption this may cause however, we believe that training our teams is a fundamental part of their development and helps to ensure that we continue to enhance the level of service you receive.