Customer Support Center Agent I

First Mid Bank & Trust • Janesville, WI

2d • $18 - $20

About The Position

The Customer Support Center Agent I assists First Mid customers by phone, providing accurate, courteous, and efficient service in line with bank standards and policies. The agent builds personalized customer relationships, resolves inquiries and service needs, and recommends products or delivery options suited to customers’ needs. The role requires adherence to bank compliance, security, operational, and confidentiality requirements, and may include additional hours or work outside departmental operating hours as needed.

Requirements

• High school diploma or GED required.
• Strong organizational and oral and written communication skills.
• Strong interpersonal skills for interacting professionally with customers and potential customers.
• Proficiency with Microsoft Office and computer applications.
• Ability to work additional hours or outside departmental operating hours as needed.

Nice To Haves

• At least one 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.

Responsibilities

• Assist callers with questions and account inquiries, providing accurate information professionally and courteously in accordance with customer service standards.
• Serve customers by phone accurately and efficiently within policy guidelines.
• Provide timely resolution and follow-up to customer needs to create a quality service experience.
• Seek management assistance and approval for requests outside the agent’s approved authority, and notify management of suspicious or questionable activity.
• Adhere to bank compliance, security, and operational policies and procedures.
• Make changes to existing accounts as requested by customers.
• Transfer requests outside the scope of the Customer Support Center to the appropriate individual or department.
• Identify opportunities to improve processes and the customer experience, and communicate ideas to management.
• Maintain professional appearance and conduct in accordance with the Employee Handbook and First Mid policies.
• Ensure customer interactions and documentation comply with bank policies and regulations while maintaining confidentiality.
• Identify and recommend products or services that meet customer needs.
• Educate and encourage customers to use alternative delivery systems, including ATMs, debit cards, online banking, and mobile banking.
• Maintain basic product knowledge through training, meetings, and corporate communications.
• Complete other specified duties as assigned.

Benefits

• Comprehensive healthcare and well-being benefits.
• Paid family leave.
• Generous paid time off.
• Banking perks.
• Tuition reimbursement.
• Employee Stock Purchase Plan.
• 401(k) plan with company match.
• Discretionary short-term incentives, such as bonuses, incentives, and/or commission.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED