Customer Service Representative

4 days ago

Janesville, Wisconsin, United States First Mid Bank & Trust Full time
Job Title:

Full-time Customer Support Center Agent I

Job Summary:

We are seeking a highly skilled and customer-focused Full-time Customer Support Center Agent I to join our team at First Mid Bank & Trust. As a key member of our customer support team, you will be responsible for providing exceptional customer service and support to our clients.

Responsibilities:
  • Assist customers with questions and account inquiries in a professional and courteous manner.
  • 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.
  • Solicit assistance from management as needed and seek approval for requests outside of approved levels.
  • Adhere to all bank compliance, security, and operational policies and procedures.
  • Perform changes to existing accounts as requested by the customer.
  • Transfer requests that are outside the scope of the CSC to the appropriate individual or department for assistance.
  • Proactively look for ways to improve processes that will improve the customer's experience and communicate those ideas to management.
  • Maintain a professional appearance and conduct within the guidelines set forth in the Employee Handbook and/or First Mid policies.
  • Ensure all customer interactions and documentation follow bank policy and regulations, while maintaining customer confidentiality.
  • Identify and recommend products and/or services to best meet the customer's needs.
  • Educate and encourage customers to use alternate delivery systems such as ATM, Debit Card, Online, and Mobile Banking.
  • Actively seek out and maintain basic product knowledge of all banking products through training courses, meetings, corporate communications, etc.
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.
  • Fluency in both English and Spanish required.
  • Proficient in usage of Microsoft Office and computer applications.
  • Strong organizational and communication skills, both oral and 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.
Equal Opportunity Employer:

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.

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