Banking Support Specialist I — Online & Mobile Banking

First Bank (FBNC); Fayetteville (NC); On-site; USD 32,000 - 52,000; Full time

Job summary

First Bank (FBNC) is seeking a Customer Support Specialist to deliver efficient service to customers, prospective customers, and branch staff across calls, email, secure messages, and chat. You will resolve routine inquiries and support Online Banking, Bankcard, Mobile Deposit, and Bill Pay products.

The role emphasizes fast learning, handling confidential information, and providing service excellence in a fast-paced environment with cross-functional collaboration across teams.

Qualifications

• High school diploma or GED required; prior financial services experience preferred.
• Strong written and verbal communication skills.
• Ability to handle confidential information.
• Familiarity with banking regulations is a plus.

Responsibilities

• Answer retail and some basic commercial inquiries via calls, email, or secure messages.
• Perform account transactions including payments and transfers.
• Assist customers with Telephone Banking and Online Banking inquiries.
• Handle Debit Card activations, PIN resets, and card status inquiries including fraud-related issues.
• Research and respond to secure/unsecure customer messages.
• Identify cross-sell opportunities and refer them to higher-level specialists.
• Maintain up-to-date knowledge of bank products and policies to assist customers effectively.

Skills

Customer service

Communication

Problem solving

Multi-tasking

Attention to detail

Education

High School Diploma or GED

Tools

Banking software

Mainframe systems

Word processing / Spreadsheets

Job description

First Bank (FBNC) is seeking a Customer Support Specialist to deliver efficient service to customers, prospective customers, and branch staff across calls, email, secure messages, and chat. You will resolve routine inquiries and support Online Banking, Bankcard, Mobile Deposit, and Bill Pay products.

The role emphasizes fast learning, handling confidential information, and providing service excellence in a fast-paced environment with cross-functional collaboration across teams.