Small Business Support Representative

First Mid Bank & Trust • Beloit, WI

393d

About The Position

The Small Business Support Representative I plays a crucial role in assisting customers and internal stakeholders with escalated client inquiries and issues. This position focuses on providing exceptional service through online banking enrollments, training clients on the banking platform, and maintaining accounts. The representative is expected to deliver accurate and timely assistance in a fast-paced environment, ensuring a high standard of customer service is upheld.

Requirements

• Associates Degree or equivalent customer service, call center, or banking experience.
• 1+ years of call center and/or banking experience desired.

Responsibilities

• Handle indirect calls from small business customers and support centers.
• Independently resolve inquiries and complaints regarding supported programs.
• Assist customers with in-depth product and account inquiries professionally and courteously.
• Manage online banking administration for clients, including removals and additions.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs) to achieve a "white glove" customer experience.
• Collaborate with other business units for smooth business flow and timely onboarding of products and services.
• Process temporary limit changes for mobile deposits in the small business market segment.
• Schedule and conduct Zoom onboarding sessions for clients seeking elevated support.
• Facilitate new account openings and procure additional documentation as needed.
• Act as a liaison between customers and front-line staff, taking ownership of service-related issues.
• Assist with customer outreach during special projects or system outages.
• Identify and escalate system problems or errors when necessary.
• Process work efficiently within established time frames and service standards.
• Ensure compliance with bank policies and federal regulations during customer interactions and documentation.
• Complete various validation and maintenance tasks during low ticket/call volumes.
• Stay updated on relevant policies and procedures while performing job duties.
• Provide general backup in areas not assigned as primary functions.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Industry: Credit Intermediation and Related Activities
• Education Level: Associate degree