First Mid-Illinois Bancshares, Inc. Mattoon , IL 61938
Customer Solution Center Agent I
GENERAL SUMMARY OF RESPONSIBILITIES:
Provides customer service over the telephone, via email and via Chat with an intense focus on customer satisfaction and maintaining positive customer relationships.
DESCRIPTION OF PRIMARY DUTIES:
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.
Request 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.
Complaint such as fee disputes, product feature miss-understandings, 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 customer regarding debit card fraud and the reissuance of cards.
Cross sell and up sell products and services as appropriate to meet customer 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 in compliant with bank policy & federal regulations, and all mandated timing requirements are met.
Completes daily tasks such as: bad addresses; stop payments; etc.
Cross-sell bank products and services in a professional manner.
Completed required training associated with job function.
Performs other related duties as assigned.
SKILLS AND ABILITIES REQUIRED:
Strong organizational and communication skills, both oral & written.
High level of interpersonal skills to interact with customers and potential customers in 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 performance of individual job duties within the proper control environment.
May be required to work earlier, later or longer than the normal work day as multiple shifts may be utilized in this department.