Small Business Support Representative I

First Mid•Peoria, AZ

About The Position

The Small Business Support Representative I is responsible for independently assisting customers and internal stakeholders with escalated client questions/issues. This role will also be responsible for online banking enrollments, training clients on First Mid’s online banking platform and account maintenance/opening. The SBSR I will provide exceptional, accurate and timely assistance involving daily processing of client requests and paperwork in a fast-paced, time-sensitive operations environment.

Requirements

Associates Degree or equivalent customer service, call center or banking experience.
1+ years Call center and/or banking experience desired.
Must be able to work with a significant amount of detailed information in an accurate, timely and confidential manner
Excels at computer and Internet skills
Excellent verbal and written communication skills
Use critical/analytical thinking and problem-solving skills to troubleshoot client issues and inquiries
High level of interpersonal skills to interact with the banks most profitable customers and potential customers in a professional manner
Must be able to shift priorities in a fast-paced environment, all while maintaining attention to detail for all tasks due

Nice To Haves

Previous experience with treasury management a plus but not required

Responsibilities

Handle indirect calls from our small business customers as well as from our support centers and branches.
Independently resolve inquiries/complaints concerning supported programs.
Accurately and efficiently assists customers with questions and in-depth product and account inquiries in a professional and courteous manner and in accordance with customer service standards.
Assists clients with the removal, addition and administration of their online banking.
Adheres to SLAs and KPIs to ensure that department goal of a “white glove” experience is achieved 100% of the time.
Work closely with other business units to ensure smooth flow of business and timely, accurate onboarding of products and services.
Process temporary limit changes for mobile deposit (small business market segment).
Schedule and complete Zoom on-boarding for clients requesting an elevated support experience.
Facilitate new account opening and procure additional documentation when necessary.
Acts as a liaison between the customer and the front line, taking ownership of any service-related issue.
Assists with customer outreach for special projects and/or during system outages.
Identify and escalate system problems/errors when necessary.
Processes work in a timely and efficient manner within the time frames set forth in the department service standards and service level agreements.
Ensures customer interactions & documentation is compliant with bank policy & federal regulations, and all mandated timing requirements are met.
Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience, both internally and externally.
Completes various validation and maintenance when ticket/call volumes are low.
Completed required training associated with job function.
Stay up to date on all pertinent policies and procedures while performing duties in accordance with these established bank policies.
Provides general back-up in areas not assigned as primary functions.
Performs other duties as assigned.