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Full-time Customer Call Center Agent

Company: First Mid Bank & Trust
Location: Mattoon
Posted on: January 15, 2022

Job Description:

Provides customer service over the telephone, via email, and via Chat with an intense focus on customer satisfaction and maintaining positive customer relationships.Responsibilities include, but are not limited to:

  • Accurately & efficiently assists customers with:
  • Questions and general product & account inquiries by providing them with accurate information in a professional and courteous manner in accordance with customer service standards.
  • Requests such as account maintenance (stop payments, hot card, etc.), service orders (replacement cards, check orders, etc.), and general product inquiries
  • Problems such as ATM card captures, lost or stolen cards/checks, debit card limits, etc.
  • Complaints such as fee disputes, product feature misunderstandings, company policy, etc.
  • Basic questions concerning internet banking, mobile banking, and online bill pay.
  • Transfer request to the appropriate individual or department for assistance.
  • Assists with contacting customers regarding debit card fraud and the reissuance of cards.
  • Identify and recommend products and services to meet our customer's needs.
  • Consistently treat customers with the utmost level of courtesy at all times.
  • Processes work in a timely and efficient manner within the time frames set forth in the department service standards.
  • Ensures customer interactions & documentation is compliant with bank policy & federal regulations, and all mandated timing requirements are met.
  • Completes daily tasks such as bad addresses; stop payments; etc.
  • Completed required training associated with job function.
  • Performs other related duties as assigned.QualificationsEducation/Experience:
    • High School diploma plus specialized training in banking, customer service, call center, or bank operations required. College degree in Business or a related discipline is highly desirable.
    • 1 - 3 years banking, call center, or customer service preferred.Skills:
      • Strong organizational and communication skills, both oral & written.
      • High level of interpersonal skills to interact with customers and potential customers in a 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.
      • Broad knowledge of bank operations, policies, and procedures.
      • Adequate knowledge of both internal policies and procedures and the respective state and federal laws and regulations governing departmental functions to ensure the performance of individual job duties within the proper control environment.
      • May be required to work earlier, later, or longer than the normal workday as multiple shifts may be utilized in this department.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.THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENTHP123

Keywords: First Mid Bank & Trust, Decatur , Full-time Customer Call Center Agent, Sales , Mattoon, Illinois

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