This job has closed.

First Bank (FBNC) · 3 months ago

Business Support Representative

Greensboro, NC

Full-time

Onsite

Entry, Mid Level

2+ years exp

First Bank (FBNC) is seeking a Business Support Representative responsible for assisting external and internal customers to deliver a seamless experience. The role involves maintaining product knowledge and providing service to resolve customer inquiries related to Business Online Banking and other banking services.

Asset ManagementBankingFinanceFinancial ServicesWealth Management

Responsibilities

Serve as a point of contact for business customers seeking assistance over the phone and email

Serve as a resource and internal point of contact to frontline staff seeking knowledge and for questions relating on Business Online Banking

Perform troubleshooting via phone/email/webinar until a successful resolution is obtained

Escalate issues; including upgrading from email to voice conversation to gain efficiency and expedite resolution

Respond to inquiries via multiple channels regarding accounts, banking products, services etc

Answer Small Business/Commercial/Treasury customer inquiries including, but not limited to: account balances; general loan inquiries; stop payment; research; account maintenance requests; fee/charge refunds

Assists customers with Online Banking inquiries including, but not limited to: password resets; secure access code delivery/retrieval, basic system training; Mobile Deposit; Remote Deposit Capture; Positive Pay; ACH; Business Bill Pay; e-Statements; external transfers; and overall troubleshooting

Provide technical assistance to clients with payments files being imported for ACH, Wire and positive pay

Assists customers with Telephone Banking inquiries including, but not limited to: password resets; basic system training; and basic troubleshooting

Work with next-level support to resolve business services issues when necessary

Collaborates with Commercial and Treasury relationship managers to keep all parties involved and engaged in support

Work closely with Treasury Services team for troubleshooting commercial customer questions and concerns

Keeps management informed of any potential loss or fraud type situations

Returns customer phone messages from after hours

Educate customers on proper use of service(s)

Recognize cross-selling opportunities through customer profiles and account detail information

Process and complete Business Online Banking requests

Respond to clients that are over their Remote Deposit or ACH Limits, as needed

Verify transactions held by in-house online risk detection program (RFA) used to detect possible transaction fraud via the internet channel

Ensure timely completion of tasks

Ability to work within multiple platforms

Attend training as required

Contributes to the team effort by performing other job-related duties as assigned

Completes annual compliance courses

Abide by the policies and procedures approved by the Bank

Adheres to all levels of our Service Excellence Standards

Qualification

Business Online BankingRemote Deposit CaptureACHWire transferFIS HorizonQ2Banking operationsCustomer serviceProblem solvingCommunication skillsOrganizational skillsTime management

Required

Associates Degree in related field and 2-3 years of previous related experience and/or training OR an equivalent combination of education and work experience

Education experience, through in-house training-sessions, formal school or financial industry related curriculum, should be business or financial industry related

Work-related experience should consist of duties in a Banking environment understanding the full cycle of banking-customer impact as well as operational processes and compliance

Excellent organizational and time management skills - ability to work with minimal supervision

Must have good technical knowledge and be able to communicate efficiently to understand problems and explain their solution

Advanced skills in personal computer operation; word processing, spreadsheet and specialty software programs

Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions

To perform the job successfully, the incumbent should demonstrate the following competencies: Analytical, Problem Solving, Customer Service, Judgment, Planning/Organizing, Quality

A valid driver's license is required

Must have the ability to stand, walk, sit and use hands and fingers

Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled

Preferred

Experience in other areas of a bank, especially in a branch environment

Knowledge of internal bank core systems (FIS Horizon, Q2), desired

Knowledge of Business Account Structure

Knowledge in Banking operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures

Additional preferred skills include customer service, product knowledge, quality focus, problem solving, documentation skills, listening, phone skills, conflict resolution, information analysis, and multi-tasking