Banking Support Specialist I — Inbound Help & Resolution

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

Job summary

First Bank (FBNC) in Greensboro, NC is seeking a Customer Support Specialist to deliver efficient service to customers, prospects, and branch personnel via phone, email, and other channels. The role aims for first call resolution across retail and some commercial inquiries, Online Banking, Mobile Deposit and Bill Pay.

You will resolve inquiries, process payments and transfers, assist with Telephone Banking and Online Banking, and identify cross-sell opportunities to refer to higher level

Qualifications

• High school diploma or GED required; relevant banking training preferred.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced environment and handle confidential information.
• Experience with banking products is a plus.

Responsibilities

• Answers all retail and some basic commercial customer phone call inquiries including account inquiries, general loan inquiries, stop payment requests, address/account type changes, loan payment reversals, fee or charge reversals.
• Returns customer phone messages from after hours.
• Performs account transactions including payments and transfers.
• Assists customers with Telephone Banking inquiries including password resets, basic system training, and troubleshooting.
• Assists customers with Online Banking inquiries including password resets, secure access code delivery, basic system training, Mobile Deposit enrollment, Bill Pay enrollment, e-Statement enrollment, and transfers.
• Assists customers with Debit Card inquiries including new/replacement/activations/PINs, card reorders, closures, travel maintenance, and disputes.
• Researches and responds to secure/unsecure customer messages.
• Serves as a resource for operations, policy and procedure information and communicates bank-wide changes.
• Promotes Service Excellence to all customers.
• Completes training and annual compliance courses.
• Adheres to corporate policies, Bank Secrecy Act and Anti-Money Laundering Act.

Skills

Excellent communication

Active listening

Customer service

Multi-tasking

Problem solving

Attention to detail

Telephone banking knowledge

Education

High school diploma or GED

Job description

First Bank (FBNC) in Greensboro, NC is seeking a Customer Support Specialist to deliver efficient service to customers, prospects, and branch personnel via phone, email, and other channels. The role aims for first call resolution across retail and some commercial inquiries, Online Banking, Mobile Deposit and Bill Pay.

You will resolve inquiries, process payments and transfers, assist with Telephone Banking and Online Banking, and identify cross-sell opportunities to refer to higher level