Customer Support Center Agent I

First Mid; Mattoon (IL); On-site; USD 32,000 - 52,000; Full time

Job summary

First Mid Bancshares, Inc. is hiring for a customer service representative to assist callers with account inquiries and provide accurate, courteous information. You will help maintain compliance with bank policies while delivering a quality customer experience.

Role requires strong communication and organizational skills, plus the ability to manage time effectively and handle additional hours as needed. Equal opportunity employer with comprehensive benefits and total rewards.

Qualifications

• High school diploma or GED required.
• 1+ year of customer service experience preferred.
• Previous contact center experience preferred.

Responsibilities

• Assist callers with questions and account inquiries maintaining professional and courteous service.
• Provide accurate information and resolve customer issues efficiently.
• Process customer requests and changes to accounts as needed.
• Identify opportunities to recommend bank products and services.

Skills

Communication skills

Organizational skills

Interpersonal skills

Time management

Education

High School Diploma/GED

Tools

Microsoft Office

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:

• 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