Customer Service Representative

4 weeks ago

Beloit, Wisconsin, United States First Mid Bank & Trust Full time
Job Summary

The Small Business Support Representative I is a key member of our team, responsible for providing exceptional customer service to our small business customers. This role involves assisting customers with escalated client questions/issues, online banking enrollments, and training clients on our online banking platform and account maintenance.

Key Responsibilities

• 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 assist customers with questions and in-depth product and account inquiries in a professional and courteous manner and in accordance with customer service standards.
• Assist clients with the removal, addition, and administration of their online banking.
• Adhere 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.
• Assist 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.

Qualifications

• 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.

Skills

• 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 bank's 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.

First Mid Bancshares, Inc. is an Equal Opportunity/Affirmative Action 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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