Customer Support Center Agent I

Responsibilities

• Affords callers with questions & account inquiries by providing them with accurate information in a professional and courteous manner in accordance with our customer service standards.
• Serves customers over the phone with accuracy and efficiency within policy guidelines.
• Ensures 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.
• Transfers requests 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 communicates those ideas to management.
• Maintains professional appearance and conduct within the guidelines set forth in Employee Handbook and/or First Mid policies.
• Ensures 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.
• Completes other specified duties as assigned.

Requirements

• 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 a professional manner. Ability to work additional hours or hours outside of the departmental operating hours as needed.

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.
• 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 a professional manner.
• Ability to work additional hours or hours outside of the departmental operating hours as needed.

Benefits

• Comprehensive healthcare.
• Well-being benefits.
• Paid family leave.
• Generous paid time off.
• Banking perks.
• Tuition reimbursement.
• An Employee Stock Purchase Plan.
• A 401K plan with company match.

Pay

Incentives and benefits are subject to eligibility requirements.

Schedule

Hours may vary and may require additional hours or hours outside of the departmental operating hours as needed.

Company Information

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.