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.
At First Mid, we aim to make our customers feel valued, satisfied, and understood. Provides customer service over the telephone, via email and via Chat with an intense focus on customer satisfaction and maintaining positive customer relationships. We will create clients for life by adhering to our core values and our service standards.
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.
- 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.
- 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.
- 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.
- 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.
Qualifications
Education:
- High School Diploma/GED required.
Experience:
- 1+ year of customer service experience and/or previous experience working in a financial institution preferred.
- Previous contact center experience preferred.
Skills:
- Strong organizational and communication skills, both oral & written.
- High level of interpersonal skills to interact with customers and potential customers in professional manner.
- 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.
- Proficient in usage of Microsoft Office and computer application
- Ability to work additional hours or hours outside of the departmental operating hours as needed.
First Mid Bancshares, Inc. is an Equal Opportunity 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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First Mid Bank & Trust
paid time off, tuition reimbursement, 401(k)
Jun 22, 2025