Customer Support Specialist : Bilingual

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Bilingual role at First Bank (FBNC). The position provides efficient and effective service to Spanish‑speaking customers via inbound telephone calls, email requests, secure messages, chat, or other approved avenues. It includes 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.

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

• Specializes in helping Spanish‑speaking callers in Spanish.
• Answers 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, fee or charge reversals, and more.
• Returns customer phone messages from after hours.
• Performs account transactions, including payments and transfers.
• Assists customers with Telephone Banking inquiries such as password resets, basic system training, and troubleshooting.
• Assists customers with Online Banking inquiries including password resets, secure access code delivery/retrieval, Mobile Deposit enrollment, Bill Pay enrollment/payment processing, e‑Statement enrollment, external transfers, personal financial management tools, and overall troubleshooting.
• Assists customers with Debit Card inquiries including activations, PIN sets/resets, travel maintenance, card reorders, closures, and dispute resolution.
• Researches and responds to secure/unsecure customer messages.
• Serves as a resource for operations, policy and procedure information to associates and customers, remaining current on all new and existing products.
• Provides, presents, and promotes Service Excellence to all external and internal customers.
• Completes training as assigned and annual compliance courses.
• Adheres to all corporate policies, procedures, and regulations, including the Bank Secrecy Act and Anti‑Money Laundering Act.
• Performs other duties as required.

• High school diploma or GED; equivalent combination of education and experience.
• 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.
• Excellent organizational and time‑management skills; ability to work with minimal supervision and prioritize work.
• Intermediate skills in computer terminal and personal computer operation, including word processing, spreadsheets, web‑based programs, and specialty software.
• Exceptional interpersonal communication skills with active listening and problem‑solving ability.
• Preferred skills: customer service, product knowledge, quality focus, problem solving, documentation, phone skills, conflict resolution, information analysis, and multi‑tasking.

Vision, hearing, speech, dexterity, visual concentration. A valid driver’s license is required. Must have the ability to stand, walk, sit, use hands and fingers. Must be able to work the scheduled hours and days. The environment is a professional office with standard office equipment.

Learning, thinking, concentration, self‑control, attention to detail, teamwork, effective interaction, discretion, and appropriate judgment.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.