Branch Support Representative I

First Mid-Illinois Bancshares • Mattoon, IL

97d

About The Position

The Branch Support Center Representative provides support services function to First Mid employees via the telephone, email, and ticketing system; with an intense focus on caller satisfaction, education and maintaining positive relationships.

Requirements

• Associates or bachelor's degree highly desirable with an emphasis on business, finance or related fields preferred; or
• High school education or equivalent along with 1+ years in banking, customer service, call center or bank operations required.
• Broad knowledge of various departmental operations, policies, and procedures.
• Good organizational and communication skills.
• High level of interpersonal skills to interact with branch personnel in a professional manner.
• Ability to listen to request and or concerns to determine the issue and appropriate problem resolution.

Nice To Haves

• May be required to travel occasionally for training.

Responsibilities

• Serve as primary contact for branch support issues by answering calls and monitoring the branch support inbox.
• Facilitate certain IRA transactions and answer questions from frontline staff.
• Document cases for peer and management review by logging Branch Support cases (email and calls) into the Branch Support Database.
• Communicate repeated procedural, branch communication, and support needs to management.
• Provides support to management to ensure that all branch staff comply with all applicable regulations, established procedures and approved policies.
• Works with the Deposit Operations, Branch Systems, Card Services and Treasury Services to ensure overall branch efficiency, quality customer service and adherence to policies and procedures.
• Completes required training on bank policies, procedures, and industry regulations.
• Attend and actively participate in Branch Support meetings as scheduled by management.
• Assist management and other departments, as directed, with special projects.
• May assist with the creation and maintenance of electronic forms and workflows.
• May be cross trained to assist with branch audits, training, and customer solutions center duties.
• Assist the frontline in professionally cross-selling bank products and services.
• Adheres to First Mid Core Values.
• Performs all other duties and responsibilities as assigned by their supervisor.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees