Banking Support Specialist I: First-Call Resolution

First Bank (FBNC); Fayetteville (NC); On-site; USD 30,000 - 40,000; Full time

Job summary

First Bank (FBNC) is seeking a Customer Support Specialist to deliver efficient service to customers, prospects and branch personnel via inbound calls, email requests, secure messages, chat or other approved channels. The role aims for first call resolution on retail banking inquiries and related services.

You will handle Online Banking, Bankcard, Mobile Deposit and Bill Pay inquiries, assist with stop payments and telephone transfers, and perform routine operational duties while maintaining

Qualifications

• High school diploma or GED; business or financial training is a plus.
• Knowledge of bank operations, products and services with applicable laws.
• Strong organizational and time management skills with minimal supervision.
• Excellent verbal, written and interpersonal communication abilities.

Responsibilities

• Answer retail and select commercial inquiries via phone, email, messages, or chat.
• Resolve most issues on first call; process payments and transfers.
• Assist with Telephone Banking and Online Banking inquiries and troubleshooting.
• Support Debit Card activities including activations, PINs, and card status checks.
• Research secure messages and stay updated on product changes for customers.
• Promote Service Excellence and refer cross-sell opportunities to senior staff.

Skills

Organizational skills

Time management

Verbal communication

Written communication

Interpersonal skills

Active listening

Multi-tasking

Problem solving

Customer service

Education

High school diploma or GED

Tools

Mainframe computer system

Word processing

Spreadsheets

Web-based programs

Specialty software

Job description

First Bank (FBNC) is seeking a Customer Support Specialist to deliver efficient service to customers, prospects and branch personnel via inbound calls, email requests, secure messages, chat or other approved channels. The role aims for first call resolution on retail banking inquiries and related services.

You will handle Online Banking, Bankcard, Mobile Deposit and Bill Pay inquiries, assist with stop payments and telephone transfers, and perform routine operational duties while maintaining