First Mid · 22 hours ago
Small Business Support Representative I
Peoria, IL
Full-time
Onsite
Entry Level
1+ years expFirst Mid is a financial institution seeking a Small Business Support Representative I. This role is responsible for assisting customers with escalated inquiries, facilitating online banking enrollments, and ensuring a high level of customer service in a fast-paced environment.
BankingFinanceFinancial ServicesInsurancePersonal FinanceWealth Management
Responsibilities
Handle indirect calls from our small business customers as well as from our support centers and branches
Independently resolve inquiries/complaints concerning supported programs
Accurately and efficiently assists customers with questions and in-depth product and account inquiries in a professional and courteous manner and in accordance with customer service standards
Assists clients with the removal, addition and administration of their online banking
Adheres to SLAs and KPIs to ensure that department goal of a “white glove” experience is achieved 100% of the time
Work closely with other business units to ensure smooth flow of business and timely, accurate onboarding of products and services
Process temporary limit changes for mobile deposit (small business market segment)
Schedule and complete Zoom on-boarding for clients requesting an elevated support experience
Facilitate new account opening and procure additional documentation when necessary
Acts as a liaison between the customer and the front line, taking ownership of any service-related issue
Assists with customer outreach for special projects and/or during system outages
Identify and escalate system problems/errors when necessary
Processes work in a timely and efficient manner within the time frames set forth in the department service standards and service level agreements
Ensures customer interactions & documentation is compliant with bank policy & federal regulations, and all mandated timing requirements are met
Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience, both internally and externally
Completes various validation and maintenance when ticket/call volumes are low
Completed required training associated with job function
Stay up to date on all pertinent policies and procedures while performing duties in accordance with these established bank policies
Provides general back-up in areas not assigned as primary functions
Performs other duties as assigned
Qualification
Required
Associates Degree or equivalent customer service, call center or banking experience
1+ years Call center and/or banking experience desired
Must be able to work with a significant amount of detailed information in an accurate, timely and confidential manner
Excels at computer and Internet skills
Excellent verbal and written communication skills
Use critical/analytical thinking and problem-solving skills to troubleshoot client issues and inquiries
High level of interpersonal skills to interact with the banks most profitable customers and potential customers in a professional manner
Must be able to shift priorities in a fast-paced environment, all while maintaining attention to detail for all tasks due
Preferred
Previous experience with treasury management a plus but not required
Benefits
Competitive health, dental & vision coverage with HSA match
401(k) with employer match + Employee Stock Purchase Plan
Generous PTO, paid holidays & parental leave
Tuition reimbursement & performance-based bonuses
Company
First Mid
First Mid Bancshares, Inc. is a community-focused organization headquartered in Mattoon, Illinois.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$1.11M2021-05-10Undisclosed· $1.11M
Leadership Team
CLAY M. DEAN
CEO First Mid Insurance Group
Joseph Dively
Chairman and CEO
Recent News
2026-01-03
First Mid Bancshares, Inc.
2025-10-31
First Mid Bancshares, Inc.
2025-10-31
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