Full-time Customer Support Center Agent (Bilingual

at First Mid Bank & Trust in Rockford, Illinois, United States

Job Description

Position: Full-time Customer Support Center Agent (Bilingual)
Location: Rockford, IL
Job Id: 3573
# of Openings: 5

Provides customer service over the telephone with an intense focus on customer satisfaction and maintaining positive customer relationships.

Responsibilities include, but are not limited to:
Protecting our customers by properly verifying callers before releasing any information or making changes to an account
Assisting callers with general questions & account inquiries by providing them with accurate information in a professional and courteous manner in accordance with customer service standards.
Requesting account maintenance (address changes, lost or stolen cards, stop payments, hot card, etc.) and service orders (replacement cards, check orders, etc.)
Investigating & advising on problems such as ATM card captures, debit card limits, mobile deposit services, etc.
Initiating complaints such as fee disputes, product feature misunderstandings, company policy, etc.
Assisting with questions or issues concerning internet banking, mobile banking and online bill pay.
Transferring request that are outside the scope of the Customer Support Center to the appropriate individual or department for assistance.
Assisting customers regarding disputes or fraudulent charges.
Identify and recommend products and services to meet our customer's need Consistently treat customers with respect and courtesy at all times.
Processing work in a timely & efficient manner as outlined in the department service standards.
Ensuring all customer interactions & documentation are in compliance with bank policy & federal regulations, and all mandated timing requirements are met.
Performs other related duties as assigned.


High School diploma plus specialized training in banking, customer service, call center or bank operations required. College degree in Business or related discipline is highly desirable. 
1 - 3 years banking, call center or customer service preferred.

Strong organizational and communication skills, both oral & written.
High level of interpersonal skills to interact with customers and potential customers in professional manner.
Familiarity with computers and the Internet.
Must be able to work with a significant amount of detailed information in an accurate, timely and confidential manner.
Willingness to learn and follow bank operations, policies, procedures, internal policies and procedures and the respective state and federal laws and regulations governing departmental functions to ensure performance of individual job duties within the proper control environment.
Availability to work any hours within the departmental operating hours of Monday - Friday between the hours of 7:00 am & 6:00 pm and Saturday from 8:00 am to 1:00 pm.
Ability to work additional hours or hours outside of the departmental operating hours as needed.

First Mid Bancshares, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, protected veteran status, or any other applicable federal or state-protected classification.

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Job Posting: 11966740

Posted On: Jun 10, 2024

Updated On: Jun 15, 2024

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