Commercial Customer Support Associate

MidFirst Bank; Oklahoma City (OK); On-site; USD 32,000 - 52,000; Full time

Job summary

MidFirst Bank seeks a Customer Support Specialist in the Commercial Services team within Bank Operations. You will provide direct phone and email support to business clients, assist with onboarding and ongoing account maintenance, and help resolve issues efficiently.

Standard hours are Mon-Fri 10:00 a.m.–7:00 p.m. Shift differential of $5.00/hour applies to select evening hours. Strong teamwork, accuracy, and tech troubleshooting are essential.

Qualifications

• 1-3 years banking experience or college degree preferred, but not required.
• Customer interaction skills with the ability to empathize while maintaining controls.
• Comfort troubleshooting technical problems, including software settings.
• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Team-oriented with rotating responsibilities.
• Proficient with MS Outlook and MS Excel; quick learner of job-specific software.
• Problem solving with strong attention to detail.
• Ability to operate in a deadline-driven environment with SLAs.
• Read, reference, and interpret departmental procedures; cross-train and learn regulations.

Responsibilities

• Provide direct telephone and email support to business and commercial clients.
• Assist with onboarding of new clients and ongoing account/service maintenance as requested by customers.
• Collaborate with team to resolve customer issues within defined SLAs.

Skills

Customer interaction

Communication skills

Team player

Attention to detail

Problem solving

Deadline-driven

Adaptability

Technical troubleshooting

Education

Bachelor's degree preferred

Tools

MS Outlook

MS Excel

Job description

This position is part of the Commercial Services Customer Support department within our Bank Operations group. This team is primarily responsible for providing direct telephone and email support to our business and commercial clients. Products and services supported include online banking, mobile banking, ACH origination, remote deposit capture, credit cards, positive pay, investment sweeps, cash vault, and many others. This role is crucial in facilitating the onboarding process for new clients and completing ongoing account and service maintenance as requested by the customer.

Standard Hours:Monday-Friday 10:00 a.m.-7:00 p.m.

Shift differential is availablefor certain hours - $5.00/hour for Monday through Friday from 5:00 p.m. - 7:00 p.m.

Requirements:

• 1-3 years banking experience or college degree preferred, but not required
• Must enjoy customer interaction and have the ability to sympathize with customers while maintaining proper controls
• Must feel comfortable helping customers with technical problems, including troubleshooting computer settings and assisting with software installations
• Excellent verbal and written communication skills
• Ability to provide a high degree of customer service
• Ability to work in a team environment where responsibilities rotate
• Ability to use standard computer software (MS Outlook, MS Excel) and quickly learn to navigate and operate job-specific software and web-based applications
• Problem solving skill with strong attention to detail
• Ability to operate in a deadline-driven environment with specific service level agreements
• Other duties as assigned by management

In addition, the position is expected to read, reference, and interpret written departmental procedures, cross train on department tasks, make suggestions to correct or enhance existing processes, and take advantage of available opportunities to develop a deeper understanding of applicable regulations, operational compliance, and the banking industry to support career development and growth.