Position:

Customer Support Center Agent I\n

Location:

Mattoon, IL\n

Job Id:

4719\nAt First Mid, base salary is one component of our Total Rewards program. Exact compensation is determined by factors such as (but not limited to) education, skills, internal equity, and experience. This position offers additional compensation in the form of discretionary short-term incentives (i.e. bonus, incentives, and/or commission). Benefits for this role include comprehensive healthcare, well-being benefits, paid family leave as well as generous paid time off. Total Rewards also include banking perks, tuition reimbursement, an Employee Stock Purchase Plan, and a 401K plan with company match. Incentives and benefits are subject to eligibility requirements. At First Mid, we aim to make our customers feel valued, satisfied, and understood. We will achieve this by developing a personalized relationship with our customers and by asking questions to create a customized solution based on their needs and throughout their stages of life. We will create clients for life by adhering to our core values and our service standards.\nResponsibilities include, but are not limited to:\nAssisting callers with questions & account inquiries by providing them with accurate information in a professional and courteous manner in accordance with our customer service standards.\nService customers over the phone with accuracy and efficiency within policy guidelines.\nCreate a quality service experience by ensuring timely resolution and follow-up to customer needs. Solicits assistance from management as needed. Seeks management approval for requests outside of their approved level. Notifies management of suspicious and questionable activity.\nAdheres to all bank compliance, security and operational policies and procedures.\nPerforms changes to existing accounts as requested by the customer.\nTransferring request that are outside the scope of the CSC to the appropriate individual or department for assistance.\nProactively looks for ways to improve processes that will improve the customer's experience and communicate those ideas to management.\nMaintains professional appearance and conduct within the guidelines set forth in Employee Handbook and/or First Mid policies.\nEnsuring all customer interactions & documentation follow bank policy & regulations, while maintaining customer confidentiality.\nIdentifies and recommends products and/or services to best meet the needs of the customer.\nEducates and encourages customers to use alternate delivery systems such as ATM, Debit Card, Online, and Mobile Banking.\nActively seeks out and maintains basic product knowledge of all banking products through training courses, meetings, corporate communications, etc.\nComplete other specified duties as assigned.\nQualifications\n

Education:

\nHigh School Diploma/GED required.\n

Experience:

\n1+ year of customer service experience and/or previous experience working in a financial institution preferred.\nPrevious contact center experience preferred.\n

Skills:

\nProficient in usage of Microsoft Office and computer application\nStrong organizational and communication skills, both oral & written.\nHigh level of interpersonal skills to interact with customers and potential customers in professional manner.\nAbility to work additional hours or hours outside of the departmental operating hours as needed.\nFirst Mid Bancshares, Inc., is an Equal Opportunity 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.\n

THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT

\nLP123\n

Pay Range:

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