Customer Support Specialist

Are you passionate about providing exceptional customer service over the phone? If you have a heart for others and enjoy a fast-paced, customer focused environment, we are seeking a Customer Support Specialist to join our team in Danville, VA!

The Customer Support Specialist is responsible for delivering an exceptional customer experience by responding to inbound calls and inquiries from customers and prospects regarding accounts, products, and services. This role serves as a key point of contact for customers and internal team members, ensuring timely, accurate, and professional service while supporting the Bank’s commitment to service excellence.

What will you be doing in this role?

• Respond to inbound customer calls and inquiries in a courteous, professional, and timely manner
• Assist customers with account inquiries, maintenance requests, and general banking questions
• Accurately research and resolve customer issues, escalating when appropriate
• Provide clear information regarding Bank products, services, policies, and procedures
• Support branch and internal staff by answering questions and assisting with operational needs
• Maintain accurate documentation of customer interactions and actions taken
• Comply with all Bank policies, procedures, and regulatory requirements
• Maintain confidentiality, security, and integrity of customer and Bank information at all times

What's in it for you?

• Competitive salary
• Quarterly incentive plan
• Comprehensive medical, dental, vision and life insurance benefits
• Generous Paid Time Off (PTO) and 11 paid holidays
• Paid Parental Leave and other paid extended leave for eligible employees
• 401(k) Match Program and Pension Plan
• Tuition Reimbursement
• Great health and well-being benefits including: telehealth, EAP, specialized treatment of musculoskeletal injuries and conditions, LTD, and various supplemental plans
• We focus on the growth and development of our employees. The Customer Support Specialist has the ability to grow professionally at FNB

What will you need for this role?

• High school diploma or equivalent required. Six (6) months of customer service call center experience or equivalent as demonstrated through one of a combination of work experience, training, or education preferred.
• Reputation for excellence in customer service. Proficient verbal, written and interpersonal communication skills, with strong telephone and email etiquette. Demonstrates a patient and empathetic attitude.
• Ability to identify problems, request pertinent data, establish facts, draw valid conclusions, and offer viable responses or solutions.
• Ability to multitask, prioritize competing demands, and work in a fast-paced environment
• Strong attention to detail and accuracy
• Proficiency with computer systems and ability to learn new applications
• Commitment to teamwork, professionalism, and excellent customer service

Physical/Environmental Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions
• This position works in a normal office environment
• While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand, walk and sit. The employee is occasionally required to reach with hands and arms. The employee may occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision