Banking Customer Support Center Agent I – Bilingual

First Mid; Burlington (IA); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Healthcare

Well-being benefits

Paid family leave

Generous paid time off

Employee Stock Purchase Plan

401K with company match

Tuition reimbursement

Job summary

First Mid Bancshares, Inc. is seeking a bilingual Customer Service Representative to assist callers with questions and account inquiries, delivering accurate information and friendly service. You will work to resolve issues, follow policy guidelines, and promote banking products as appropriate.

This role emphasizes customer care, compliance, and contributing to a positive customer experience. We offer comprehensive healthcare, paid time off, a 401(k) plan with company match, tuition

Qualifications

• High School Diploma/GED required.
• 1+ year of customer service experience and/or previous experience working in a financial institution preferred.
• Bilingual (Spanish and English) strongly preferred.

Responsibilities

• Assist callers with questions & account inquiries in a professional and courteous manner.
• Service customers over the phone with accuracy and efficiency within policy guidelines.
• Create a quality service experience by ensuring timely resolution and follow-up to customer needs.
• Seeks management approval for requests outside of their approved level and notifies management of suspicious activity.
• Adheres to all bank compliance, security and operational policies and procedures.
• Performs changes to existing accounts as requested by the customer.
• Transferring requests outside CSC scope to the appropriate individual or department for assistance.
• Proactively looks for ways to improve processes that will improve the customer’s experience and communicates those ideas to management.
• Maintains professional appearance and conduct per Employee Handbook and First Mid policies.
• Ensures all customer interactions & documentation follow bank policy & regulations, while maintaining confidentiality.
• Identifies and recommends products and/or services to best meet customer needs.
• Educates and encourages customers to use ATM, Online, and Mobile Banking.
• Actively seeks out and maintains basic product knowledge of all banking products through training courses, meetings, etc.
• Complete other specified duties as assigned.

Skills

Bilingual (Spanish/English)

Microsoft Office

Communication skills

Customer service

Written communication

Education

High School Diploma/GED

Job description

First Mid Bancshares, Inc. is seeking a bilingual Customer Service Representative to assist callers with questions and account inquiries, delivering accurate information and friendly service. You will work to resolve issues, follow policy guidelines, and promote banking products as appropriate.

This role emphasizes customer care, compliance, and contributing to a positive customer experience. We offer comprehensive healthcare, paid time off, a 401(k) plan with company match, tuition