Banking Support Specialist I — First-Call Resolver

First Bank (FBNC); Wilmington (NC); On-site; USD 25,000 - 39,000; Full time

Job summary

First Bank (FBNC) is seeking a Customer Support Specialist to deliver efficient service to customers, prospects, and branch staff via phone, email, secure messages, and chat. The role aims for first call resolution across retail banking inquiries, Online Banking, Bankcard, Mobile Deposit and Bill Pay while handling confidential information.

The position emphasizes cross-sell opportunities, knowledge of policies, and adherence to compliance.

Qualifications

• High school diploma or GED required with business/financial environment experience.
• Knowledge of bank operations, products, services, and related laws/regulations.
• Excellent organizational and time management skills with ability to work with minimal supervision.
• Intermediate computer skills: terminals, PCs, mainframe, word processing, spreadsheets, web apps.
• Exceptional verbal and written communication, and strong interpersonal skills with active listening.
• 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 (accounts, loans, payments).
• Returns customer messages from after hours.
• Performs account transactions including payments and transfers.
• Assists with Telephone Banking inquiries (password resets, basic training, troubleshooting).
• Assists with Online Banking inquiries (password resets, secure access, enrollment, transfers, and troubleshooting).
• Assists with Debit Card inquiries (activations, PINs, travel maintenance, card reorders, status research).
• Researches and responds to secure and unsecured customer messages.
• Serves as a resource for operations and product information; communicates policy changes to customers.
• Provides and promotes Service Excellence to external and internal customers.
• Completes required training and annual compliance courses.

Skills

Organizational skills

Time management

Independent work

Prioritization

Verbal communication

Written communication

Interpersonal skills

Active listening

Customer service

Problem solving

Documentation

Phone skills

Conflict resolution

Information analysis

Multi-tasking

Education

High school diploma or GED

Financial industry related curriculum

Tools

Mainframe computer system

Word processing

Spreadsheets

Web-based programs

Specialty software programs

Job description

First Bank (FBNC) is seeking a Customer Support Specialist to deliver efficient service to customers, prospects, and branch staff via phone, email, secure messages, and chat. The role aims for first call resolution across retail banking inquiries, Online Banking, Bankcard, Mobile Deposit and Bill Pay while handling confidential information.

The position emphasizes cross-sell opportunities, knowledge of policies, and adherence to compliance.