Customer Support Specialist I

First Bank•Wilmington, NC

11d•Onsite

About The Position

The Customer Support Specialist provides efficient and effective service to customers, prospective customers, and branch personnel through inbound telephone calls, email, secure messages, chat, and other bank-approved channels. The position provides first-call resolution for retail banking inquiries and some commercial inquiries, including support for Retail and basic Business Online Banking, Bankcard, Mobile Deposit, and Bill Pay products. Other support includes preparing stop payments, processing telephone transfer requests, and performing routine operational duties. The specialist identifies potential cross-sell opportunities and refers them to Customer Support Specialist IIs and Senior Customer Support Specialists. Calls come from customers in multiple states. The role requires a customer-service orientation, the ability to learn quickly and work in a fast-paced environment, and the ability to handle highly confidential information. The work is performed in a professional office environment with standard office equipment. The position requires the ability to work the hours and days needed to complete essential functions as scheduled. It also requires attention to detail, customer-relations skills, discretion, sound judgment, and the ability to interact effectively with coworkers and customers.

Requirements

High school diploma or GED, or an equivalent combination of education and experience.
Work-related experience in a business environment; educational experience or training should be business- or financial-industry-related.
Intermediate knowledge of bank operations, products and services, applicable state and federal laws and regulations, and bank operational policies and procedures.
Excellent organizational and time-management skills, ability to work with minimal supervision, and ability to prioritize work and customer responses.
Intermediate skills using computer terminals and personal computers, mainframe systems, word-processing and spreadsheet applications, web-based programs, and specialty software.
Exceptional verbal, written, and interpersonal communication skills; ability to follow instructions and use active listening to solve customer inquiries.
A valid driver’s license.
Ability to work the hours and days required to complete the essential functions, as scheduled.
Ability to stand, walk, sit, and use hands and fingers; vision, hearing, speech, dexterity, and visual concentration are required.
Ability to learn, think, concentrate, exercise self-control, work in a customer-relations environment, pay close attention to detail, work as part of a team, interact effectively with coworkers and customers, exercise diplomacy, and use discretion and appropriate judgment.
Ability to handle extremely confidential information.

Nice To Haves

Customer service skills.
Product knowledge.
Quality focus.
Problem-solving skills.
Documentation skills.
Listening skills.
Telephone skills.
Conflict-resolution skills.
Information-analysis skills.
Multitasking skills.

Responsibilities

Answer retail and basic commercial customer phone inquiries, including account and general loan inquiries, stop payments, account or address changes, loan-payment reversals, and fee or charge reversals.
Return customer telephone messages received after hours.
Perform account transactions, including payments and transfers.
Assist customers with Telephone Banking password resets, basic system training, and troubleshooting.
Assist customers with Online Banking password resets, secure access code delivery or retrieval, basic system training, Mobile Deposit enrollment and deposits, Bill Pay enrollment and payment processing, e-Statement enrollment, external transfers, personal financial management tools, and general troubleshooting.
Assist with debit card activations, PIN setup and resets, travel maintenance, card reorders and closures, temporary card-limit increases, card-status research and changes related to fraud alerts or lost or stolen cards; complete customer card transaction disputes.
Research and respond to secure and unsecure customer messages.
Remain current on customer-service products and bank-wide changes, and serve as a resource for operational, policy, and procedural information for associates and customers.
Provide, present, and promote Service Excellence to external and internal customers.
Complete assigned training and annual compliance courses.
Follow corporate policies and procedures, applicable federal and state laws and regulations, including the Bank Secrecy Act and Anti-Money Laundering Act, and Service Excellence standards.
Perform other duties as required.
Identify potential cross-sell opportunities and refer them to Customer Support Specialist IIs and Senior Customer Support Specialists.