Banking Customer Support Specialist I

First Mid-Illinois Bancshares, Inc.; Saint Peters (MO); On-site; USD 32,000 - 52,000; Full time

Job summary

First Mid Bancshares, Inc. is seeking a Customer Support Center Agent I in St. Peters, MO to handle caller inquiries and account information with accuracy and courtesy, following our customer service standards and compliance guidelines.

You will resolve issues over the phone, assist with account changes, and escalate when needed. The role requires a high school diploma and at least one year of customer service experience, with opportunities for training and growth within First Mid.

Qualifications

• High school diploma or GED required.
• 1+ year of customer service experience, preferably in a financial institution.
• Previous contact center experience preferred.
• Proficient with Microsoft Office and basic computer skills.
• Strong written and verbal communication; ability to work flexible hours.

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

Microsoft Office

Communication skills

Interpersonal skills

Time flexibility

Education

High School Diploma/GED

Job description

First Mid Bancshares, Inc. is seeking a Customer Support Center Agent I in St. Peters, MO to handle caller inquiries and account information with accuracy and courtesy, following our customer service standards and compliance guidelines.

You will resolve issues over the phone, assist with account changes, and escalate when needed. The role requires a high school diploma and at least one year of customer service experience, with opportunities for training and growth within First Mid.