Bilingual Customer Support Specialist I

First Mid Bancshares, Inc.; Janesville (WI); On-site; USD 38,000 - 52,000; Full time

Job summary

First Mid Bancshares, Inc. in Janesville, WI is seeking a Customer Support Center Agent I to assist callers with questions and account inquiries, delivering accurate information in a courteous, policy-guided manner while building a personalized relationship with customers.

This role emphasizes phone-based service, timely resolution and follow-up, and adherence to bank compliance. Applicants should have a High School Diploma or GED, 1+ year of customer service experience (financial institution

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

• Assist callers with questions & account inquiries by providing 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 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 the scope of the CSC to the appropriate department for assistance.
• Proactively looks for ways to improve processes that will improve the customer’s experience.
• Maintains professional appearance and conduct per Employee Handbook and policies.
• Ensures all customer interactions & documentation follow bank policy & regulations, maintaining customer confidentiality.
• Identifies and recommends products/services to meet customer needs.
• Educates customers to use alternative delivery systems such as ATM, Debit Card, Online, and Mobile Banking.
• Actively seeks out and maintains basic product knowledge through training and communications.
• Complete other specified duties as assigned.

Skills

Bilingual Spanish/English

MS Office proficiency

Strong organizational & communication

Interpersonal skills

Flexibility to work hours

Education

High School Diploma/GED

Tools

Microsoft Office

Job description

First Mid Bancshares, Inc. in Janesville, WI is seeking a Customer Support Center Agent I to assist callers with questions and account inquiries, delivering accurate information in a courteous, policy-guided manner while building a personalized relationship with customers.

This role emphasizes phone-based service, timely resolution and follow-up, and adherence to bank compliance. Applicants should have a High School Diploma or GED, 1+ year of customer service experience (financial institution