What are the responsibilities and job description for the Small Business Support Representative position at First Mid?
The Small Business Support Representative I is responsible for independently assisting customers and internal stakeholders with escalated client questions/issues. This role will also be responsible for online banking enrollments, training clients on First Mid’s online banking platform and account maintenance/opening. The SBSR I will provide exceptional, accurate and timely assistance involving daily processing of client requests and paperwork in a fast-paced, time-sensitive operations environment.
Responsibilities include, but are not limited to:
- 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.
Qualifications
Education/Experience:
- Associates Degree or equivalent customer service, call center or banking experience.
- 1 years Call center and/or banking experience desired.
- Previous experience with treasury management a plus but not required
Skills:
- 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
At 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.
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 EMPLOYMENT
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