Business Support Representative

Join to apply for the Business Support Representative role at First Bank (FBNC).

1 month ago Be among the first 25 applicants.

Get AI-powered advice on this job and more exclusive features.

• Serve as a point of contact for business customers seeking assistance over the phone and email.
• Serve as a resource and internal point of contact to frontline staff seeking knowledge and for questions relating on Business Online Banking.
• Perform troubleshooting via phone/email/webinar until a successful resolution is obtained.
• Escalate issues, including upgrading from email to voice conversation to gain efficiency and expedite resolution.
• Respond to inquiries via multiple channels regarding accounts, banking products, services etc.
• Answer Small Business/Commercial/Treasury customer inquiries including, but not limited to: account balances; general loan inquiries; stop payment; research; account maintenance requests; fee/charge refunds.
• Assist customers with Online Banking inquiries including, but not limited to: password resets; secure access code delivery/retrieval, basic system training;
  Mobile Deposit;
  Remote Deposit Capture;
  Positive Pay; ACH;
  Business Bill Pay; e-Statements; external transfers; and overall troubleshooting.
• Provide technical assistance to clients with payments files being imported for ACH, Wire and positive pay.
• Assist customers with Telephone Banking inquiries including, but not limited to: password resets; basic system training; and basic troubleshooting.
• Work with next-level support to resolve business services issues when necessary.
• Collaborate with Commercial and Treasury relationship managers to keep all parties involved and engaged in support.
• Work closely with Treasury Services team for troubleshooting commercial customer questions and concerns.
• Keep management informed of any potential loss or fraud type situations.
• Return customer phone messages from after hours.
• Educate customers on proper use of service(s).
• Recognize cross-selling opportunities through customer profiles and account detail information.
• Process and complete Business Online Banking requests.
• Respond to clients that are over their Remote Deposit or ACH Limits, as needed.
• Verify transactions held by in-house online risk detection program (RFA) used to detect possible transaction fraud via the internet channel.
• Ensure timely completion of tasks.
• Ability to work within multiple platforms.
• Attend training as required.
• Contribute to the team effort by performing other job-related duties as assigned.
• Complete annual compliance courses.
• Abide by the policies and procedures approved by the Bank.
• Adhere to all levels of our Service Excellence Standards.

• Associate’s Degree in related field and 2-3 years of previous related experience and/or training OR an equivalent combination of education and work experience.
• Knowledge of internal bank core systems (FIS Horizon, Q2), desired.
• Knowledge of Business Account Structure.
• Knowledge in Banking 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.
• Must have good technical knowledge and be able to communicate efficiently to understand problems and explain their solution.
• Advanced skills in personal computer operation; word processing, spreadsheet and specialty software programs.
• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions.
• Additional preferred skills include customer service, product knowledge, quality focus, problem solving, documentation skills, listening, phone skills, conflict resolution, information analysis, and multi‑tasking.
• Analytical – synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs procedures as needed.
• Problem Solving – identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.
• Customer Service – manages difficult or emotional customer situations; responds promptly to customer needs;…