Customer Support Specialist I: Bilingual

First Bancorp
Wilmington
Full timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Communication","Organizational skills","Time management","Customer service orientation","Active listening","Problem-solving","Multitasking","Conflict resolution","Information analysis","Documentation skills","Interpersonal skills","Discretion"]

Provide first-call resolution for Spanish-speaking retail and some commercial banking inquiries via phone, email, secure messages, and chat. Handle account, loan, and billing questions; process stop payments, transfers, and card requests; assist with Telephone and Online Banking tasks like password resets, enrollment, bill pay, and troubleshooting. Respond to secure customer messages, support compliance and Bank Secrecy/AML standards, and complete assigned training and annual compliance courses.

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First Bancorp
First Bancorp
22 hours ago

Customer Support Specialist I: Bilingual

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Last checked: 19 hours agoStatus: Live

Job Summary

Provide first-call resolution for Spanish-speaking retail and some commercial banking inquiries via phone, email, secure messages, and chat. Handle account, loan, and billing questions; process stop payments, transfers, and card requests; assist with Telephone and Online Banking tasks like password resets, enrollment, bill pay, and troubleshooting. Respond to secure customer messages, support compliance and Bank Secrecy/AML standards, and complete assigned training and annual compliance courses.
Location: Wilmington
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Specialize in helping Spanish-speaking customers in Spanish across approved communication channels (inbound calls, email, secure messages, chat).
  • •Answer retail and some basic commercial inquiries including account, general loan inquiries, stop payment requests, address/account type changes, loan payment reversals, and fee/charge reversals.
  • •Assist customers with Telephone Banking and Online Banking (password resets, secure access code delivery/retrieval, Mobile Deposit enrollment, Bill Pay enrollment/payment processing, e-Statement enrollment, transfers, and troubleshooting).
  • •Handle debit card inquiries (activations/PIN resets, travel maintenance, reorders, closures, temporary card limit increases, status research/changes) and complete card transaction disputes.
  • •Research and respond to secure/unsecure customer messages; stay current on products/policies/procedures, complete training and annual compliance courses, and follow Bank Secrecy Act and Anti-Money Laundering Act requirements.

Key Requirements

  • •High school diploma or GED (or equivalent combination of education and experience) with business/financial/branch banking related training or experience.
  • •Excellent verbal and written communication skills in both English and Spanish.
  • •Intermediate knowledge of bank operations, products/services, and related state and federal laws, regulations, and bank policies/procedures.
  • •Excellent organizational and time management skills; ability to prioritize responses with minimal supervision.
  • •Intermediate computer skills including computer terminal/mainframe use, word processing, spreadsheets, web-based programs, and specialty software.
Education:High School
Skills:CommunicationOrganizational skillsTime managementCustomer service orientationActive listeningProblem-solvingMultitaskingConflict resolutionInformation analysisDocumentation skillsInterpersonal skillsDiscretion
Licenses:Driver's license
Languages:EnglishSpanish
Tech Stack:MainframeComputer terminalWord processingSpreadsheetsWeb-based programsSpecialty software

Company Brief

First Bancorp
Operates as a community bank providing personal and business banking services such as checking and savings accounts, loans, and digital banking tools for local customers and small businesses.
Industry: Banking
Growth: Established Company
Funding: Bootstrapped
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