Support Representative
3 days ago
Job Id: 3812 # of Openings: 0 The Small Business Support Representative I is responsible for independently assisting customers and internal stakeholders with escalated client questions/issues. This role will also be responsible for online banking enrollments, training clients on First Mid‘s online banking platform and account maintenance/opening. The SBSR I will provide exceptional, accurate and timely assistance involving daily processing of client requests and paperwork in a fast-paced, time-sensitive operations environment. Responsibilities include, but are not limited to:
- Handle indirect calls from our small business customers as well as from our support centers and branches.
- Independently resolve inquiries/complaints concerning supported programs.
- Accurately and efficiently assists customers with questions and in-depth product and account inquiries in a professional and courteous manner and in accordance with customer service standards.
- Assists clients with the removal, addition and administration of their online banking.
- Adheres to SLAs and KPIs to ensure that department goal of a ‘white glove‘ experience is achieved 100% of the time.
- Work closely with other business units to ensure smooth flow of business and timely, accurate onboarding of products and services.
- Process temporary limit changes for mobile deposit (small business market segment).
- Schedule and complete Zoom on-boarding for clients requesting an elevated support experience.
- Facilitate new account opening and procure additional documentation when necessary.
- Acts as a liaison between the customer and the front line, taking ownership of any service-related issue.
- Assists with customer outreach for special projects and/or during system outages.
- Identify and escalate system problems/errors when necessary.
- Processes work in a timely and efficient manner within the time frames set forth in the department service standards and service level agreements.
- Ensures customer interactions & documentation is compliant with bank policy & federal regulations, and all mandated timing requirements are met.
- Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience, both internally and externally.
- Completes various validation and maintenance when ticket/call volumes are low.
- Completed required training associated with job function.
- Stay up to date on all pertinent policies and procedures while performing duties in accordance with these established bank policies.
- Provides general back-up in areas not assigned as primary functions.
- Performs other duties as assigned.
- Associates Degree or equivalent customer service, call center or banking experience.
- 1+ years Call center and/or banking experience desired.
- Previous experience with treasury management a plus but not required
- Must be able to work with a significant amount of detailed information in an accurate, timely and confidential manner
- Excels at computer and Internet skills
- Excellent verbal and written communication skills
- Use critical/analytical thinking and problem-solving skills to troubleshoot client issues and inquiries
- High level of interpersonal skills to interact with the banks most profitable customers and potential customers in a professional manner
- Must be able to shift priorities in a fast-paced environment, all while maintaining attention to detail for all tasks due
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