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First Mid · 1 month ago

Full-Time Customer Support Agent I - Bilingual

Janesville, WI

Full-time

Onsite

Entry Level

1+ years exp

First Mid is a banking institution dedicated to making customers feel valued and understood. The Customer Support Agent I - Bilingual will assist customers with inquiries, provide accurate information, and ensure a quality service experience while adhering to compliance and operational policies.

BankingFinanceFinancial ServicesInsurancePersonal FinanceWealth Management

Responsibilities

Assisting callers with questions & account inquiries by providing them with accurate information in a professional and courteous manner in accordance with our customer service standards

Service customers over the phone with accuracy and efficiency within policy guidelines

Create 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

Adheres to all bank compliance, security and operational policies and procedures

Performs changes to existing accounts as requested by the customer

Transferring request that are outside the scope of the CSC to the appropriate individual or department for assistance

Proactively looks for ways to improve processes that will improve the customer’s experience and communicate those ideas to management

Maintains professional appearance and conduct within the guidelines set forth in Employee Handbook and/or First Mid policies

Ensuring all customer interactions & documentation follow bank policy & regulations, while maintaining customer confidentiality

Identifies and recommends products and/or services to best meet the needs of the customer

Educates and encourages customers to use alternate delivery systems such as ATM, Debit Card, Online, and Mobile Banking

Actively seeks out and maintains basic product knowledge of all banking products through training courses, meetings, corporate communications, etc

Complete other specified duties as assigned

Qualification

Customer service experienceBilingual communicationMicrosoft Office proficiencyContact center experienceOrganizational skillsInterpersonal skillsWritten communication skills