Customer Support Specialist I

First Bank•Fayetteville, NC

11d

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 role provides first-call resolution for retail banking inquiries, some commercial inquiries, and questions about Retail and basic Business Online Banking, Bankcard, Mobile Deposit, and Bill Pay products. It also includes stop-payment preparation, telephone transfer requests, and other 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 incumbent should be customer-service oriented, learn quickly, work in a fast-paced environment, and handle highly confidential information. The position requires a high school diploma or GED, or an equivalent combination of education and experience. Relevant experience should include work in a business environment, and educational experience should be business- or financial-industry-related. The role calls for intermediate knowledge of bank operations, products and services, applicable state and federal laws and regulations, and Bank procedures. It also requires organizational and time-management skills; the ability to work with minimal supervision, prioritize work and customer responses, and use computer systems and common business software; and strong verbal, written, and interpersonal communication skills. The work takes place in a professional office with standard office equipment and includes customer and employee interactions requiring discretion, diplomacy, attention to detail, and self-control. A valid driver’s license is required.

Requirements

High school diploma or GED, or an equivalent combination of education and experience.
Work-related experience in a business environment; educational experience 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 prioritize work and customer responses.
Intermediate skills using computer terminals, personal computers, mainframe systems, word processing, spreadsheets, web-based programs, and specialty software.
Exceptional verbal, written, and interpersonal communication skills, with the ability to apply common sense in carrying out instructions.
Ability to use active listening to resolve customer inquiries.
Ability to pay close attention to detail, work as a team member, interact effectively with coworkers and customers, and exercise self-control, diplomacy, discretion, and appropriate judgment.
Ability to work the hours and days required to complete the essential functions of the position, as scheduled.
Valid driver’s license.
Ability to stand, walk, sit, and use hands and fingers; vision, hearing, speech, dexterity, and visual concentration.

Nice To Haves

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

Responsibilities

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