Customer Support Center Agent I

First Mid Bank & Trust • St. Peters, MO

17h • $18 - $20

About The Position

The Customer Support Center Agent supports First Mid’s goal of making customers feel valued, satisfied, and understood by developing personalized relationships and offering solutions tailored to customers’ needs and life stages. The role handles customer inquiries and account requests by phone, provides accurate and courteous service, and works to resolve customer needs promptly while following bank policies, security requirements, and service standards. The position also helps customers identify relevant products and services and encourages the use of alternate banking channels.

Requirements

• High school diploma or GED.
• Proficiency 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 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.

Responsibilities

• Assist callers with questions and account inquiries by providing accurate information professionally and courteously in accordance with customer service standards.
• Serve customers over the phone accurately and efficiently within policy guidelines.
• Ensure timely resolution and follow-up to customer needs.
• Seek management assistance or approval when needed, and notify management of suspicious or questionable activity.
• Follow bank compliance, security, and operational policies and procedures.
• Make changes to existing accounts as requested by customers.
• 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 policy and regulations while maintaining customer confidentiality.
• Identify and recommend products and services that meet customer needs.
• Educate and encourage customers to use alternate delivery systems, including ATMs, debit cards, online banking, and mobile banking.
• Develop and maintain basic knowledge of banking products through training, meetings, and corporate communications.
• Complete other specified duties as assigned.

Benefits

• Comprehensive healthcare
• 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