Banking Support Center Agent I

First Mid Bank & Trust; Burlington (IA); On-site; USD 50,144,640 - 56,219,856; Full time

Job summary

First Mid Bank & Trust in Burlington, IA is seeking a Customer Support Center Agent I to assist callers with account inquiries and provide accurate information.

The role requires at least a high school diploma, 1+ year of customer service experience, and preferred bilingual Spanish and English skills. Proficiency with Microsoft Office and strong communication are valued.

You will work within banking policies, strive for timely resolutions, and help educate customers on online and mobile options.

Qualifications

• High School Diploma or GED required.
• 1+ year of customer service experience; financial institution preferred.
• Bilingual Spanish and English strongly preferred.
• Proficient in Microsoft Office; strong organizational and communication skills.
• Ability to work additional hours as needed.

Responsibilities

• Assist callers with questions & account inquiries in a professional manner.
• Service customers by phone with accuracy and efficiency within policy guidelines.
• Create a quality service experience with timely resolution and follow-up.
• Solicits management assistance for non-standard requests and notifies management of suspicious activity.
• Adheres to bank compliance, security and operational policies and procedures.
• Performs changes to existing accounts as requested by the customer.
• Transferring requests outside CSC scope to appropriate department.
• Suggests process improvements to enhance customer experience.
• Maintains professional appearance and confidentiality.
• Educates customers to use ATM, Online, and Mobile Banking.
• Keeps basic product knowledge through training and communications.

Skills

Bilingual Spanish

Microsoft Office

Organizational skills

Communication

Customer service

Written communication

Education

High School Diploma/GED

Job description

First Mid Bank & Trust in Burlington, IA is seeking a Customer Support Center Agent I to assist callers with account inquiries and provide accurate information.

The role requires at least a high school diploma, 1+ year of customer service experience, and preferred bilingual Spanish and English skills. Proficiency with Microsoft Office and strong communication are valued.

You will work within banking policies, strive for timely resolutions, and help educate customers on online and mobile options.