Customer 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

Position: Customer Support Center Agent I

Location: Burlington, IA

Job Id: 4686

# of Openings: 2

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

• 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.

Pay Range

$17.50 - $19.62 per hour

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

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