Customer Support Center Agent I

First Mid Bank & Trust • Burlington, IA

2d • $18 - $20

About The Position

The Customer Support Center Agent I supports First Mid customers by building personalized relationships, understanding their needs, and providing service aligned with the company’s core values and service standards. The agent responds to account inquiries, makes requested changes to existing accounts, helps resolve customer needs, and recommends suitable banking products and services. The role also educates customers about alternate banking channels and follows bank compliance, security, operational, documentation, and confidentiality requirements.

Requirements

• High school diploma or GED required.
• Proficient in using Microsoft Office and computer applications.
• Strong organizational and oral and written communication skills.
• Strong interpersonal skills for interacting professionally with customers and potential customers.
• Ability to work additional hours or hours 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.
• Previous contact center experience.
• Bilingual Spanish and English speaking ability.

Responsibilities

• Answer callers’ questions and account inquiries with accurate information in a professional and courteous manner, following customer service standards.
• Serve customers by phone accurately and efficiently within policy guidelines.
• Provide a quality service experience through timely resolution and follow-up on customer needs.
• Seek management assistance or approval when needed, including for requests outside the agent’s authority, and notify management of suspicious or questionable activity.
• Follow bank compliance, security, and operational policies and procedures.
• Make customer-requested changes to existing accounts.
• Transfer requests outside the Customer Support Center’s scope to the appropriate individual or department.
• Identify process improvements that could improve 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 protecting customer confidentiality.
• Identify and recommend products or services that best meet customer needs.
• Educate and encourage customers to use alternate delivery systems such as ATMs, debit cards, online banking, and mobile banking.
• Maintain basic knowledge of banking products through training, meetings, corporate communications, and other resources.
• 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