Banking Support Specialist I - First-Call Resolution

First Bank SBA, Inc.; Fayetteville (NC); On-site; USD 35,000 - 52,000; Full time

Job summary

First Bank SBA, Inc. is seeking a Customer Support Specialist I in Asheville, NC. The role provides efficient service to customers via calls, email, secure messages, and chat, handling routine banking inquiries and basic transactions.

The position requires strong communication, problem-solving, and product knowledge, with a focus on accuracy and confidentiality in a fast-paced environment.

Qualifications

• High school diploma or GED; business environment experience preferred.
• Intermediate knowledge of bank operations, products and services and applicable laws.
• Excellent organizational and time management skills with minimal supervision.
• Proficient with computers: word processing, spreadsheets, web-based programs and mainframe systems.

Responsibilities

• Handle inbound calls, emails, secure messages, chat or other approved channels.
• Provide first call resolution for retail banking inquiries and some commercial inquiries.
• Process payments, transfers, stop payments and basic transactions.
• Assist with Online Banking, Debit Card and Bill Pay support requests.
• Identify cross-sell opportunities and refer to higher-level specialists.
• Maintain up-to-date knowledge of products, policies and regulatory requirements.
• Adhere to all corporate policies, procedures, and security standards.

Skills

Customer service

Product knowledge

Quality focus

Problem solving

Documentation

Listening

Phone skills

Conflict resolution

Information analysis

Multi-tasking

Education

High school diploma or GED

Job description

First Bank SBA, Inc. is seeking a Customer Support Specialist I in Asheville, NC. The role provides efficient service to customers via calls, email, secure messages, and chat, handling routine banking inquiries and basic transactions.

The position requires strong communication, problem-solving, and product knowledge, with a focus on accuracy and confidentiality in a fast-paced environment.