IVR User Guide

When contacting First Citizens Bank, callers have the ability to use a speech-enabled Interactive Voice Response System (IVR) that is available 24 hours a day, seven days a week. This speech IVR is available to callers who dial the following numbers:

  • 888.323.4732 — FCDirect (Main phone number)
  • 866.322.4249 — 4BIZ (Business Direct)
  • 800.543.9000 — Bankcard Services
  • 888.514.6846 — Credit Card Activations/800.562.1337 — Debit Card Activations

What is the experience for callers who contact First Citizens Bank by dialing FCDirect (888.323.4732)?

Callers will hear the initial prompts that determine how to route the call. The caller will hear a main menu that states, "Thank you for calling First Citizens Bank. To get started, please tell me which you'd like. Say 'personal banking' or 'business banking.' If you are responding to a fraud alert, say 'fraud alert' or to apply for a new account, say 'new account'."

After making an initial selection from the main menu, all callers will begin an authentication process before proceeding further to self-service functionality. If callers are unable to authenticate themselves during the authentication process, they'll exit the IVR and be routed to speak with a representative.

After the customer successfully authenticates, they'll be presented with their primary account balance and then the main menu.

What is the experience for callers who contact First Citizens Bank by dialing 4BIZ (866.322.4249)?

Callers will hear the initial prompts that determine how to route the call. The caller will hear a main menu that states, "Thank you for calling First Citizens Business Banking. To sign in for account access, say 'continue.' You can also say 'BOB Advantage,' 'remote image deposit support,' 'fraud alert,' 'new accounts,' 'bill pay,' 'password assistance' or, if you are calling concerning Google Authenticator, the replacement for Authentify 2check, please say 'Transaction Authentication'."

If a caller chooses to continue for account access, they'll enter into an authentication process before proceeding further to self-service functionality. If callers are unable to authenticate themselves during the authentication process, they'll exit the IVR and be routed to speak with a representative.

After the customer successfully authenticates, they'll be presented with their primary account balance and then the main menu.

What is the experience for callers who contact First Citizens Bank by calling Bankcard (800.543.9000)?

Callers will hear the initial prompts that determine how to route the call. The caller will hear a main menu that states, "Thank you for calling Bankcard Services."

Callers will begin an authentication process before proceeding further to self-service functionality. If callers are unable to authenticate themselves during the authentication process, they'll exit the IVR and be routed to speak with a representative.

What is the experience for callers who contact First Citizens Bank by calling Credit Card Activations (888.514.6846)?

Callers will hear the initial prompts that determine how to route the call. The caller will hear a main menu that states, "Thank you for calling Card Activations."

Callers will begin an authentication process before proceeding further to self-service functionality. If callers are unable to authenticate themselves during the authentication process, they'll exit the IVR and be routed to speak with a representative.

Personal Banking Menu Options

"Repeat Balance" — Repeats the caller's primary account balance.

"Recent Transactions" — Offers the caller the ability to use self-service to check recent Direct Deposit Account and Credit Card transactions.

"Checking and Savings Accounts" — Offers the caller the ability to use self-service functionality to transfer funds, make a payment, check balances, get check information, and stop a payment. Additionally, it provides options (report fraud, change overdraft settings and reorder checks) to the caller to help direct the call to the appropriately skilled representative who can assist with the call.

"Card Services" — Offers the caller the ability to use self-service functionality to check recent card transactions; report their card lost, stolen or damaged; activate a card; freeze/unfreeze a card; make a payment; and, report travel. Additionally, it provides reporting fraud and travel options to the caller to help direct the call to the appropriately skilled representative who can assist with the call.

"Mortgages and Loans" — Offers the caller the ability to use self-service functionality to make a payment or to be routed to a representative to get information or apply for a mortgage/loan.

"Digital Banking" — Provides a menu to the caller to help direct the call to the appropriately skilled representative who can assist with their First Citizens Digital Banking need.

"Apply for a New Account" — Provides a menu to the caller to help direct the call to the appropriately skilled representative who can assist with applying for a new account.

"Other Banking Services" — Offers the caller the ability to use self-service functionality to make a payment; report a card lost, stolen or damaged; and, transfer funds. Additionally, it provides the option to report fraud and the ability to reach the brokerage/trading department to assist with the call.

"Business Banking" — Sends the customer to the Business Banking IVR, where he/she will be asked to authenticate himself/herself before hearing the Business Banking menu.

4BIZ/Business Direct Menu

"Continue" — Sends the caller into the authentication process to be able to use self-service functionality.

"Password Support" — Directs the call to the appropriately skilled representative who can assist with their password support need.

"BOB Advantage" — Directs the call to the appropriately skilled representative who can assist with their questions about BOB Advantage.

"New Account" — Directs the call to the appropriately skilled representative who can assist with opening a new account.

"Fraud Alert" — Directs the call to the appropriately skilled representative who can assist with the fraud alert received.

"Bill Pay" — Directs the call to the appropriately skilled representative who can assist with the customer's bill pay need.

"RID Support" — Directs the call to the appropriately skilled representative who can assist with the call.

"Transaction Authentication" — Directs the call to the appropriately skilled representative who can assist with the call.

Bankcard Menu

After the caller successfully authenticates himself/herself, he/she will hear the card services menu that provides the following types of options:

"Card Services" — Offers the caller the ability to use self-service to check recent card transactions, report his/her card lost, stolen or damaged, activate a card, freeze/unfreeze a card, make a payment, and report travel. Additionally, it provides reporting fraud and travel options to the caller to help direct the call to the appropriately skilled representative who can assist with the call.

Credit Card Activation Menu

When customers call the number on the sticker of a new credit card, they will be asked to enter their 16-digit card number, along with additional information. Upon successful authentication, their card will be activated.

Debit Card Activation Menu

When customers call the number on the sticker of a new debit card, they will be asked to enter their 16-digit card number, along with additional information. Upon successful authentication, their card will be activated.