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First Bank (FBNC) · 3 months ago

Customer Support Specialist I

Fletcher, NC

Full-time

Onsite

New Grad, Entry Level

First Bank (FBNC) is seeking a Customer Support Specialist I to provide efficient and effective service to customers and branch personnel. The role involves handling inbound inquiries, providing first call resolution for retail banking and some commercial inquiries, and identifying potential cross-sell opportunities.

Asset ManagementBankingFinanceFinancial ServicesWealth Management

Responsibilities

Answers all retail and some basic commercial customer phone call inquiries including, but not limited to: account inquires; 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, but not limited to: payments & transfers

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

Assists customers with Online Banking inquiries including, but not limited to: password resets; secure access code delivery/retrieval, basic system training; Mobile Deposit enrollment/check deposit; Bill Pay enrollment/payment processing, e-Statement enrollment, external transfers, personal financial management tools and overall troubleshooting

Assists customers with Debit Card inquires including, but not limited to: new/replacement/ existing card activations/PIN sets/resets and travel maintenance, card reorders, card closures, temporary card limit increases and card status research/changes resulting from Fraud Alerts or lost/stolen cards. Completes customer card transaction disputes

Researches and responds to secure/unsecure customer messages

Serves as a resource for operations, policy and procedure information to associates and customers by remaining current on all new and existing products specific to the Customer Service. Keeps abreast of bank- wide changes and be able to communicate the impact to customers

Provide, present and promote Service Excellence to all external and internal customers

Completes training as assigned

Completes annual compliance courses

Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws; including, the Bank Secrecy Act and the Anti-Money Laundering Act

Adheres to all levels of our Service Excellence standards

Performs other duties as required

Qualification

Customer serviceBank operations knowledgeCommunication skillsComputer skillsProblem solvingTime managementMulti-taskingActive listeningDocumentation skillsConflict resolution

Required

High school diploma or general education degree (GED); or the equivalent combination of education and experience

Work related experience should consist of duties in a business environment

Intermediate knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures

Excellent organizational and time management skills

Ability to work with minimal supervision

Ability to prioritize work and responses to customers

Intermediate skills in computer terminal and personal computer operation; mainframe computer system; word processing, spreadsheets, web-based programs and specialty software programs

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

Application of Active Listening to effect problem solving for customer inquiries

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