First Bank (FBNC)
Customer Support Specialist I: Bilingual
First Bank (FBNC), Greensboro, North Carolina, us, 27497
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Customer Support Specialist I: Bilingual
role at
First Bank (FBNC)
The position of Customer Support Specialist-Bilingual provides efficient and effective service to Spanish‑speaking customers, prospective customers, and branch personnel via inbound telephone calls, email requests, secure messages, chat, or other approved channels. The role delivers first‑call resolution for all retail banking inquiries, some commercial inquiries, Online Banking (Retail and Basic Business), Bankcard, Mobile Deposit, and Bill Pay products. Service support also includes preparing stop payments, processing telephone transfer requests, and performing routine operational duties as directed. Potential cross‑sell opportunities are identified and referred to Customer Support Specialist IIs and Senior Customer Support Specialists. Incoming calls are received from customers in multiple states. The incumbent must be customer‑service oriented, a fast learner, able to work in a fast‑paced environment, and handle extremely confidential information.
We have two positions available:
Monday‑Friday 7am‑4pm (Work every other Saturday 9am‑4pm)
Monday‑Friday 11am‑8pm (Work every other Saturday 9am‑4pm)
Training Schedule: Monday‑Friday 5 weeks from 9am‑6pm
Essential Functions
Specialize in helping Spanish‑speaking callers in Spanish.
Answer all retail and some basic commercial customer phone call inquiries, including account inquiries, general loan inquiries, stop payment requests, address/account type changes, loan payment reversals, and fee or charge reversals.
Return customer phone messages from 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/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.
Assist customers with Debit Card inquiries, including new/replacement/existing card activations, PIN set/reset, travel maintenance, card reorders, card closures, temporary card limit increases, card status research/changes resulting from fraud alerts or lost/stolen cards, and complete card transaction disputes.
Research and respond to secure/unsecure customer messages.
Serve as a resource for operations, policy, and procedure information to associates and customers by staying current on all new and existing products specific to Customer Service, keep abreast of bank‑wide changes, and communicate the impact to customers.
Provide, present, and promote Service Excellence to all external and internal customers.
Complete training as assigned.
Complete annual compliance courses.
Adhere to all corporate policies and procedures, Federal and State regulations and laws, including the Bank Secrecy Act and the Anti‑Money Laundering Act.
Adhere to all levels of Service Excellence standards.
Perform other duties as required.
General Qualifications Knowledge & Experience
High school diploma or GED; or equivalent combination of education and experience with business‑related duties.
Excellent verbal and written communication skills in both English and Spanish.
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 and prioritize work and responses to customers.
Intermediate computer skills including terminal and personal computer operation, 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 for problem solving and perform active listening for customer inquiries.
Preferred skills include customer service, product knowledge, quality focus, problem solving, documentation, listening, phone skills, conflict resolution, information analysis, and multi‑tasking.
Physical Demands / Work Environment Vision, hearing, speech, dexterity, visual concentration. A valid driver’s license is required. Must be able to stand, walk, sit, and use hands and fingers, and work the required hours and days. The environment is a professional office with standard office equipment.
Cognitive Requirements Learning, thinking, concentration, self‑control, teamwork, effective interaction with co‑workers and customers, diplomacy, discretion, and judgment.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Industry Banking
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Customer Support Specialist I: Bilingual
role at
First Bank (FBNC)
The position of Customer Support Specialist-Bilingual provides efficient and effective service to Spanish‑speaking customers, prospective customers, and branch personnel via inbound telephone calls, email requests, secure messages, chat, or other approved channels. The role delivers first‑call resolution for all retail banking inquiries, some commercial inquiries, Online Banking (Retail and Basic Business), Bankcard, Mobile Deposit, and Bill Pay products. Service support also includes preparing stop payments, processing telephone transfer requests, and performing routine operational duties as directed. Potential cross‑sell opportunities are identified and referred to Customer Support Specialist IIs and Senior Customer Support Specialists. Incoming calls are received from customers in multiple states. The incumbent must be customer‑service oriented, a fast learner, able to work in a fast‑paced environment, and handle extremely confidential information.
We have two positions available:
Monday‑Friday 7am‑4pm (Work every other Saturday 9am‑4pm)
Monday‑Friday 11am‑8pm (Work every other Saturday 9am‑4pm)
Training Schedule: Monday‑Friday 5 weeks from 9am‑6pm
Essential Functions
Specialize in helping Spanish‑speaking callers in Spanish.
Answer all retail and some basic commercial customer phone call inquiries, including account inquiries, general loan inquiries, stop payment requests, address/account type changes, loan payment reversals, and fee or charge reversals.
Return customer phone messages from 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/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.
Assist customers with Debit Card inquiries, including new/replacement/existing card activations, PIN set/reset, travel maintenance, card reorders, card closures, temporary card limit increases, card status research/changes resulting from fraud alerts or lost/stolen cards, and complete card transaction disputes.
Research and respond to secure/unsecure customer messages.
Serve as a resource for operations, policy, and procedure information to associates and customers by staying current on all new and existing products specific to Customer Service, keep abreast of bank‑wide changes, and communicate the impact to customers.
Provide, present, and promote Service Excellence to all external and internal customers.
Complete training as assigned.
Complete annual compliance courses.
Adhere to all corporate policies and procedures, Federal and State regulations and laws, including the Bank Secrecy Act and the Anti‑Money Laundering Act.
Adhere to all levels of Service Excellence standards.
Perform other duties as required.
General Qualifications Knowledge & Experience
High school diploma or GED; or equivalent combination of education and experience with business‑related duties.
Excellent verbal and written communication skills in both English and Spanish.
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 and prioritize work and responses to customers.
Intermediate computer skills including terminal and personal computer operation, 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 for problem solving and perform active listening for customer inquiries.
Preferred skills include customer service, product knowledge, quality focus, problem solving, documentation, listening, phone skills, conflict resolution, information analysis, and multi‑tasking.
Physical Demands / Work Environment Vision, hearing, speech, dexterity, visual concentration. A valid driver’s license is required. Must be able to stand, walk, sit, and use hands and fingers, and work the required hours and days. The environment is a professional office with standard office equipment.
Cognitive Requirements Learning, thinking, concentration, self‑control, teamwork, effective interaction with co‑workers and customers, diplomacy, discretion, and judgment.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Seniority Level Entry level
Employment Type Full‑time
Job Function Other
Industry Banking
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