Customer Support Center Agent I

First Mid; Burlington (IA); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Healthcare

Well-being benefits

Paid family leave

Generous paid time off

Employee Stock Purchase Plan

401K with company match

Tuition reimbursement

Job summary

First Mid Bancshares, Inc. is seeking a bilingual Customer Service Representative to assist callers with questions and account inquiries, delivering accurate information and friendly service. You will work to resolve issues, follow policy guidelines, and promote banking products as appropriate.

This role emphasizes customer care, compliance, and contributing to a positive customer experience. We offer comprehensive healthcare, paid time off, a 401(k) plan with company match, tuition

Qualifications

• High School Diploma/GED required.
• 1+ year of customer service experience and/or previous experience working in a financial institution preferred.
• Bilingual (Spanish and English) strongly preferred.

Responsibilities

• Assist callers with questions & account inquiries in a professional and courteous manner.
• 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.
• Seeks management approval for requests outside of their approved level 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 CSC scope to the appropriate individual or department for assistance.
• Proactively looks for ways to improve processes that will improve the customer’s experience and communicates those ideas to management.
• Maintains professional appearance and conduct per Employee Handbook and First Mid policies.
• Ensures all customer interactions & documentation follow bank policy & regulations, while maintaining confidentiality.
• Identifies and recommends products and/or services to best meet customer needs.
• Educates and encourages customers to use ATM, Online, and Mobile Banking.
• Actively seeks out and maintains basic product knowledge of all banking products through training courses, meetings, etc.
• Complete other specified duties as assigned.

Skills

Bilingual (Spanish/English)

Microsoft Office

Communication skills

Customer service

Written communication

Education

High School Diploma/GED

Job description

At First Mid, base salary is one component of our Total Rewards program. Exact compensation is determined by factors such as (but not limited to) education, skills, internal equity, and experience. This position offers additional compensation in the form of discretionary short-term incentives (i.e. bonus, incentives, and/or commission). Benefits for this role include comprehensive healthcare, well-being benefits, paid family leave as well as generous paid time off. Total Rewards also include banking perks, tuition reimbursement, an Employee Stock Purchase Plan, and a 401K plan with company match. Incentives and benefits are subject to eligibility requirements.

At First Mid, we aim to make our customers feel valued, satisfied, and understood. We will achieve this by developing a personalized relationship with our customers and by asking questions to create a customized solution based on their needs and throughout their stages of life. We will create clients for life by adhering to our core values and our service standards.

Responsibilities include, but are not limited to:

• 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.

Qualifications

Education

• High School Diploma/GED required.

Experience

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

Skills

• Bilingual (Spanish and English speaking) strongly preferred.
• Proficient in usage of Microsoft Office and computer application
• Strong organizational and communication skills, both oral & written.
• High level of interpersonal skills to interact with customers and potential customers in professional manner.
• Ability to work additional hours or hours outside of the departmental operating hours as needed.

First Mid Bancshares, Inc., is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, protected veteran status, or any other applicable federal or state-protected classification.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT