New

Branch Support Representative I

First Mid Bank & Trust

paid time off, tuition reimbursement, 401(k)

United States, Illinois, Mattoon

May 20, 2025

Position:
Branch Support Representative I

Location:

Mattoon, IL

Job Id:
4047

# of Openings:
1

The Branch Support Center Representative provides support services function to First Mid employees via the telephone, email, and ticketing system; with an intense focus on caller satisfaction, education and maintaining positive relationships.

Responsibilities include, but are not limited to:

Branch and Intra-Department Support: Serve as primary contact for branch support issues by answering calls and monitoring the branch support inbox. Issues may include, but are not limited to: legal issues, various retail system questions, teller system peripheral troubleshooting, debit cards, transaction disputes (debit card and ACH); checking accounts, savings accounts, CDs, IRAs, safe deposit, IRS reporting, customer setup, branch procedures, and other procedural issues
Facilitate certain IRA transactions and answer questions from frontline staff.
Document cases for peer and management review by logging Branch Support cases (email and calls) into the Branch Support Database. Document Support issues for both Branch Support Team training and company-wide retail training updates as assigned. Communicate repeated procedural, branch communication, and support needs to management.
Provides support to management to ensure that all branch staff comply with all applicable regulations, established procedures and approved policies.
Works with the Deposit Operations, Branch Systems, Card Services and Treasury Services to ensure overall branch efficiency, quality customer service and adherence to policies and procedures.
Completes required training on bank policies, procedures, and industry regulations.
Attend and actively participate in Branch Support meetings as scheduled by management.
Assist management and other departments, as directed, with special projects.
May assist with the creation and maintenance of electronic forms and workflows.
May be cross trained to assist with branch audits, training, and customer solutions center duties.
ssist the frontline in professionally cross-selling bank products and services.
Completed required training associated with job function.
Adheres to First Mid Core Values
Performs all other duties and responsibilities as assigned by their supervisor.

Qualifications

Education/Experience:

Associates or bachelor's degree highly desirable with an emphasis on business, finance or related fields preferred; or
High school education or equivalent along with 1+ years in banking, customer service, call center or bank operations required.

Skills:

Broad knowledge of various departmental operations, policies, and procedures.
Good organizational and communication skills.
High level of interpersonal skills to interact with branch personnel in a professional manner.
Ability to listen to request and or concerns to determine the issue and appropriate problem resolution.
May be required to travel occasionally for training.

Compensation & Benefits

Compensation:

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 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.

Benefits:

Visit our Total Rewards page to see our full list of benefits.

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

LP123

Pay Range: $16.50 - $18.85 per hour

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