Banking Support Specialist I — Fast-Paced Customer Care

First Bank (FBNC); Greensboro (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

First Bank (FBNC) seeks a Customer Support Specialist to provide efficient service to customers, prospective customers, and branch staff via inbound calls, email, secure messages, chat, and other approved channels.

The role aims for first call resolution across retail and some commercial inquiries, Online Banking, Bankcard, Mobile Deposit, and Bill Pay. Strong confidentiality and compliance are essential in a fast-paced environment.

Qualifications

• High school diploma or GED or equivalent combination of education and experience.
• Intermediate knowledge of bank operations, products and services; related laws and regulations and policies.
• Excellent organizational and time management skills with ability to work with minimal supervision and prioritize responses.
• Intermediate skills in computer terminal and PC operation; mainframe systems; word processing, spreadsheets, web-based programs and specialty software.
• Exceptional verbal, written and interpersonal communication skills with active listening.
• Additional preferred skills include customer service, product knowledge, quality focus, problem solving, documentation, listening, phone skills, conflict resolution, information analysis and multi-tasking.

Responsibilities

• Answers all retail and some basic commercial customer phone inquiries including account inquiries, general loan inquiries, stop payments and changes to accounts or loans.
• Returns customer phone messages from after hours.
• Performs account transactions including payments and transfers.
• Assists customers with Telephone Banking inquiries including password resets and basic system training.
• Assists customers with Online Banking inquiries including password resets, secure access, enrollment and troubleshooting.
• Assists with Debit Card inquiries including activations, PIN resets, card reorders and fraud-related research.

Skills

Customer service

Communication skills

Active Listening

Multi-tasking

Phone skills

Education

High school diploma or GED

Tools

Mainframe computer system

Word processing

Spreadsheets

Web-based programs

Specialty software programs

Job description

First Bank (FBNC) seeks a Customer Support Specialist to provide efficient service to customers, prospective customers, and branch staff via inbound calls, email, secure messages, chat, and other approved channels.

The role aims for first call resolution across retail and some commercial inquiries, Online Banking, Bankcard, Mobile Deposit, and Bill Pay. Strong confidentiality and compliance are essential in a fast-paced environment.