Banking Customer Support Specialist I

First Mid Bancshares, Inc.; Mattoon (IL); On-site; USD 35,000 - 45,000; Full time

Job summary

First Mid Bancshares, Inc. is seeking a Customer Support Center Agent I in Mattoon, IL to handle customer inquiries and account-related questions by phone. The role emphasizes accurate information, courteous service, and adherence to bank policies.

The position requires a High School Diploma or GED and 1+ year of customer service experience, preferably in a financial institution or contact center. It offers a comprehensive benefits package as part of Total Rewards.

Qualifications

• High School Diploma/GED required.
• 1+ year of customer service experience and/or previous experience working in a financial institution preferred.
• Previous contact center experience preferred.

Responsibilities

• Assisting callers with questions & account inquiries by providing them with accurate information in a professional and courteous manner in accordance with our customer service standards.
• 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.
• Solicits assistance from management as needed. Seeks management approval for requests outside of their approved level. Notifies management of suspicious and questionable activity.
• Adheres to all bank compliance, security and operational policies and procedures.
• Performs changes to existing accounts as requested by the customer.
• Transferring request that are outside the scope of the CSC to the appropriate individual or department for assistance.
• Proactively looks for ways to improve processes that will improve the customer’s experience and communicate those ideas to management.
• Maintains professional appearance and conduct within the guidelines set forth in Employee Handbook and/or First Mid policies.
• Ensuring all customer interactions & documentation follow bank policy & regulations, while maintaining customer confidentiality.
• Identifies and recommends products and/or services to best meet the needs of the customer.
• Educates and encourages customers to use alternate delivery systems such as ATM, Debit Card, Online, and Mobile Banking.
• Actively seeks out and maintains basic product knowledge of all banking products through training courses, meetings, corporate communications, etc.
• Complete other specified duties as assigned.

Skills

Customer service

Communication

MS Office

Organization

Interpersonal skills

Education

High School Diploma/GED

Job description

First Mid Bancshares, Inc. is seeking a Customer Support Center Agent I in Mattoon, IL to handle customer inquiries and account-related questions by phone. The role emphasizes accurate information, courteous service, and adherence to bank policies.

The position requires a High School Diploma or GED and 1+ year of customer service experience, preferably in a financial institution or contact center. It offers a comprehensive benefits package as part of Total Rewards.