First Contact Resolution (FCR) * Maintain high quality standards in communication and accuracy. * Achieve and sustain strong CSAT scores on resolved interactions. * Ensure proper prioritization ...
First Contact Resolution (FCR) * Maintain high quality standards in communication and accuracy. * Achieve and sustain strong CSAT scores on resolved interactions. * Ensure proper prioritization ...
First Contact Resolution (FCR) * Maintain high quality standards in communication and accuracy. * Achieve and sustain strong CSAT scores on resolved interactions. * Ensure proper prioritization ...
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First Contact Resolution (FCR) * Maintain high quality standards in communication and accuracy. * Achieve and sustain strong CSAT scores on resolved interactions. * Ensure proper prioritization ...
The candidate will execute the required steps for implementing SQR change requests in the FAST Gentax system and tracking changes in the Fast Central Repository (FCR) following the project standards.
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The candidate will execute the required steps for implementing SQR change requests in the FAST Gentax system and tracking changes in the Fast Central Repository (FCR) following the project standards.
... FCR, CSAT) * 1+ years of experience working in the healthcare industry or other large, complex environment such as insurance, telecommunications, etc. * 1+ years of experience performing CRM ...
... FCR, CSAT) * 1+ years of experience working in the healthcare industry or other large, complex environment such as insurance, telecommunications, etc. * 1+ years of experience performing CRM ...
Fcr information
See Raleigh, NC salary details
$15.74 - $17.49
11% of jobs
$17.49 - $19.24
13% of jobs
$19.37 is the 25th percentile. Wages below this are outliers.
$19.24 - $20.99
22% of jobs
The median wage is $21.46 / hr.
$20.99 - $22.74
16% of jobs
$23.89 is the 75th percentile. Wages above this are outliers.
$22.74 - $24.49
20% of jobs
$24.49 - $26.24
10% of jobs
$26.24 - $28
5% of jobs
$28 - $29.75
1% of jobs
$29.75 - $31.50
0% of jobs
$31.50 - $33.25
0% of jobs
$33.25 - $35
2% of jobs
$15
$23
$35
How much do fcr jobs pay per hour?
As of Aug 6, 2026, the average hourly pay for fcr in Raleigh, NC is $23.03, according to ZipRecruiter salary data. Most workers in this role earn between $19.52 and $24.42 per hour, depending on experience, location, and employer.
How does an FCR (First Call Resolution) specialist collaborate with other departments to resolve customer issues?
FCR Specialists often work closely with departments such as technical support, billing, and product teams to address customer concerns quickly and effectively. When a customer presents a complex issue, the FCR Specialist may coordinate with these teams to gather information or escalate cases as needed, ensuring a smooth and timely resolution. This collaboration requires strong communication skills and a proactive approach to problem-solving, as well as a thorough understanding of internal processes. Being effective in this role often means building strong working relationships and staying updated on the latest product or policy changes.
What skills and qualifications are needed to thrive as an FCR (First Call Resolution) specialist?
To thrive as a First Call Resolution (FCR) specialist, you need strong problem-solving abilities, in-depth product or service knowledge, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) systems, call center software, and ticketing platforms is essential. Excellent communication, active listening, and patience are vital soft skills for addressing customer concerns efficiently. These capabilities ensure customer satisfaction and loyalty by resolving issues promptly and effectively on the first contact.
What is the difference between Fcr vs Customer Service Representative?
| Aspect | Fcr | Customer Service Representative |
|---|---|---|
| Required Credentials | High school diploma or equivalent; industry-specific certifications | High school diploma or equivalent; customer service training often preferred |
| Work Environment | Call centers, technical support, or client service settings | Call centers, retail, or office environments |
| Employer & Industry Usage | Telecommunications, IT, or service industries | Retail, telecom, banking, and service sectors |
| Common Search & Comparison Intent | Understanding role differences, responsibilities, and skills | Customer interaction, problem-solving, and communication skills |
Fcr and Customer Service Representative roles often overlap in customer support environments. Fcr typically focuses on technical or specialized support, requiring specific certifications, while Customer Service Representatives handle general customer inquiries. Both roles are vital in service industries, but Fcr positions often demand more technical knowledge and certifications.
What is an FCR?
FCR stands for 'First Call Resolution,' which is a key performance metric used primarily in customer service and call centers. It refers to the ability to resolve a customer's issue, question, or request during their first contact with a representative, without the need for follow-ups. Achieving high FCR rates is important as it leads to increased customer satisfaction, reduced operational costs, and improved efficiency. FCR can also refer to a job title, such as a First Contact Resolution Specialist, whose primary responsibility is to address and resolve customer concerns promptly and effectively.
What are popular job titles related to Fcr jobs in Raleigh, NC? For Fcr jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Fcr jobs in Raleigh, NC look for? The top searched job categories for Fcr jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Fcr jobs? Cities near Raleigh, NC with the most Fcr job openings:
Full-time
This job post has expired today. Applications are no longer accepted.
Job description
We are seeking a highly motivated and customer-oriented Data Service Group Specialist to join our fast-paced FinTech team. As the first point of contact for our clients, you will play a crucial role in ensuring a seamless user experience and delivering best-in-class support for our financial technology products and services. Your ability to solve problems efficiently, communicate clearly, and manage client relationships will directly impact customer satisfaction and product adoption.
Primary Responsibilities
Service Performance & Operational Excellence
Requirements
Compensation based on experience:
Jr Level - $60k with a $10k bonus opportunity
Sr Level - $70k with a $15k bonus opportunity
This is a hybrid position at our North Hills/Raleigh location.
Primary Responsibilities
- Serve as the primary contact for clients via ticketing and phone, addressing inquiries specific to custodial data, performance calculations, new data feeds, data aggregation, account reconciliation, and account and security merges.
- Learn back-end resources and tools the Data Team utilizes to efficiently solve data related issues.
- Investigate and resolve product or service issues, escalating to technical teams when necessary.
- Develop deep knowledge of our FinTech platform, including custodial feeds, performance calculations, data aggregation, account management tools, and reporting features.
- Collaborate with product, development, and sales teams to relay client feedback and contribute to continuous product improvement.
- Maintain up-to-date records of client interactions using CRM and support ticketing systems.
- Collaborate on support documentation, user guides, and training resources that will assist in reducing outreach for support.
- Monitor service-level agreements (SLAs) and ensure timely resolution of support tickets.
- Strong understanding of financial products and support systems.
- Excellent problem-solving skills and the ability to explain complex concepts in simple terms.
- Experience with CRM platforms (e.g., Salesforce, RedTail) and support tools (e.g., HubSpot, Jira).
- Empathetic communicator with a client-first mindset and a passion for financial technology.
Service Performance & Operational Excellence
- Meet or exceed service KPIs including:
- Tickets resolved per day/week
- First Response Time (FRT)
- Time to Resolution (TTR)
- First Contact Resolution (FCR)
- Maintain high quality standards in communication and accuracy.
- Achieve and sustain strong CSAT scores on resolved interactions.
- Ensure proper prioritization during high-volume or market-driven activity periods.
- Tickets resolved per period
- SLA adherence (FRT & TTR)
- Backlog management and ticket aging
- CSAT scores
- First Contact Resolution (FCR)
- Reopen rate
- QA audit scores
- Knowledge base contributions
- Identification of recurring issues and workflow improvements
- Effective escalation and cross-functional coordination
- Contribute to internal knowledge base articles, troubleshooting guides, and macros related to Quantum.
- Identify recurring issues or workflow friction and provide structured feedback to leadership.
- Assist in refining playbooks and escalation paths for trading-related support.
- Support training initiatives for peers or new hires as expertise develops.
- Partner with:
- Consulting/Onboarding to smooth post-implementation transitions.
- Product and Engineering to relay recurring issues, edge cases, and enhancement requests.
- Offshore data teams
- Participate in internal discussions to improve service processes and product usability.
Requirements
- Bachelor's degree in Business, Finance, Computer Science, or a related field preferred.
- 2+ years of experience in client support, customer success, or technical support-preferably in a FinTech, SaaS, or financial services environment.
- Experience with portfolio accounting systems, portfolio reconciliation and/ or account aggregation preferred.
Compensation based on experience:
Jr Level - $60k with a $10k bonus opportunity
Sr Level - $70k with a $15k bonus opportunity
This is a hybrid position at our North Hills/Raleigh location.