Customer Support Specialist I

First Bancorp
Wilmington
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Customer service orientation","Time management","Organizational skills","Problem-solving","Active listening"]

Provide first-call resolution for retail and some basic commercial customer inquiries via phone, email, secure messages, and chat. Support customers with account transactions, telephone banking, and online banking features including password resets, mobile deposit, bill pay, e-statements, and troubleshooting. Handle debit card activations and PIN resets, disputes, stop payments, and transfer requests while researching and responding to secure messages and maintaining compliance with bank policies and regulations.

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FursaFursa
First Bancorp
First Bancorp
2 days ago

Customer Support Specialist I

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Provide first-call resolution for retail and some basic commercial customer inquiries via phone, email, secure messages, and chat. Support customers with account transactions, telephone banking, and online banking features including password resets, mobile deposit, bill pay, e-statements, and troubleshooting. Handle debit card activations and PIN resets, disputes, stop payments, and transfer requests while researching and responding to secure messages and maintaining compliance with bank policies and regulations.
Location: Wilmington
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Answer retail and some basic commercial customer inquiries by phone, including account questions, stop payment requests, address/account changes, and loan/fee reversal requests.
  • •Perform account transactions such as payments and transfers, and handle telephone banking requests like password resets and basic troubleshooting.
  • •Support online banking inquiries including password resets, secure access code delivery/retrieval, mobile deposit enrollment, bill pay processing, e-statement enrollment, and troubleshooting.
  • •Handle debit card inquiries including activations, PIN sets/resets, travel maintenance, card reorders/closures, temporary limit increases, fraud-related status changes, and dispute completion.
  • •Research and respond to secure/unsecure customer messages, provide service excellence, complete assigned training and annual compliance courses, and follow corporate policies and federal/state regulations.

Key Requirements

  • •High school diploma or GED, or equivalent education and experience in a business environment.
  • •Intermediate knowledge of bank operations, products and services, and related state/federal regulations and bank policies.
  • •Excellent organizational and time management skills, with the ability to prioritize and work with minimal supervision.
  • •Intermediate computer skills, including computer terminal and personal computer operation, word processing, spreadsheets, and web-based programs.
  • •Exceptional verbal, written, and interpersonal communication skills with active listening to solve customer inquiries.
Education:High School
Skills:Customer service orientationTime managementOrganizational skillsProblem-solvingActive listening
Licenses:Driver's license
Tech Stack:Mainframe computer systemWord processingSpreadsheetsWeb-based programs

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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