Banking Support Specialist I — Fast, First-Call Help

First Bank (FBNC); Wilmington (NC); On-site; USD 36,000 - 52,000; Full time

Job summary

First Bank (FBNC) in North Carolina is seeking a Customer Support Specialist to provide efficient service to customers, prospects, and branch staff via phone, email, secure messages, and chat. The role aims for first-call resolution across Retail and select Commercial inquiries, Online Banking, Bankcard, and Mobile Deposit.

You will handle stop payments, telephone transfers, and routine operations while identifying cross-sell opportunities.

Qualifications

• High school diploma or GED or equivalent.
• Knowledge of bank operations, products and services; relevant laws and policies.
• Excellent organizational and time management skills; ability to work with minimal supervision.
• Ability to prioritize work and respond to customers effectively.
• Strong verbal, written and interpersonal communication skills.

Responsibilities

• Answers retail and some basic commercial customer inquiries by phone.
• Returns customer messages after hours.
• Performs account transactions including payments and transfers.
• Assists with Telephone Banking inquiries including password resets and basic training.
• Assists with Online Banking inquiries including password resets, Bill Pay enrollment and troubleshooting.
• Assists with Debit Card inquiries including activations, PIN resets, travel maintenance and disputes.
• Researches and responds to secure/unsecure customer messages.
• Keeps current on products and communicates impact to customers.
• Promotes Service Excellence to external and internal customers.
• Completes training and annual compliance courses.
• Adheres to corporate policies and regulatory requirements.

Skills

Customer service

Product knowledge

Communication

Problem solving

Multi-tasking

Active listening

Documentation

Phone skills

Education

High school diploma or GED

Tools

Mainframe systems

Job description

First Bank (FBNC) in North Carolina is seeking a Customer Support Specialist to provide efficient service to customers, prospects, and branch staff via phone, email, secure messages, and chat. The role aims for first-call resolution across Retail and select Commercial inquiries, Online Banking, Bankcard, and Mobile Deposit.

You will handle stop payments, telephone transfers, and routine operations while identifying cross-sell opportunities.