Customer Support Specialist

Where Great Customer Service Meets Operational Excellence.

First Bankers Trust Company is offering a fast-paced job opportunity for interested candidates! Apply today to secure a fulfilling career along with these additional perks: 

• Comprehensive, value-added career opportunities
• Focus on career development, broad exposures, and learning new things daily
• Opportunities to help others and make a difference in the community
• Opportunities to participate in special interest groups, such as Young Professionals, or one of our Employee Resource Groups
• Competitive full benefits package including medical insurance, HSA with investment options, dental & vision insurance, life insurance, 401K with match, and profit sharing
• Vacation and PTO time reflective of your experience
• Volunteering time off of 12 hours per year
• Access to a library of over 6,000 personal and professional development on-line courses, hosted by Udemy Business
• Participation in our company-wide employee wellness incentive program, and the ability to earn a discount on your next year's premiums
• Hybrid work schedule

The Deposit Operations Customer Support Specialist will be responsible for ensuring high-quality customer service is provided to both customers and employees through all interaction channels, including but not limited to telephone, e-mail and secure messaging.  This position will be accountable for performing a range of bank back office operational tasks including but not limited to completing maintenance requests, transaction processing and other administrative duties as assigned.  This position will be responsible for supporting the Deposit Operations and Digital Banking teams at times when needed. 

Key Accountabilities:

• Provide high-quality customer service by participating in the department incoming phone call group and assisting customers with a range of inquiries.  Customer support provided will be efficient, accurate and meet customer support expectations.
• Provide general deposit account customer support such as providing balance information, reviewing account transactions and completing account research. 
• Provide Tier 1 and Tier 2 Digital Banking customer service including but not limited to guiding a customer through the enrollment process, enrollment troubleshooting, completing account unlocks and supporting features such as mobile deposit and bill payment. 
• Provide Debit Card support that includes raising daily limits, researching transactions and assisting customers with fraudulent transactions. 
• Review, and process various types of transactions, ensuring accurate posting to accounts.  Identify and escalate any irregularities or inconsistencies.  The transactions may include but are not limited to account charge-offs, general ledger entries and adjustment processing. 
• Complete administrative functions for the Deposit Operations department such as report review and monitoring, cash ordering, verification of deposits, and processing of mobile deposits. 
• Maintain a thorough knowledge of bank products and services, including digital banking services. 
• Gathers and prepares information for internal and external audits when requested. 
• Ensure compliance with applicable regulatory requirements and internal policies. 
• Maintain organized and secure records, supporting documentation, and reconciliations. Ensure proper filing and retention of documents in compliance with record-keeping policies.
• Identify opportunities to enhance operational efficiency and effectiveness within deposit operations processes. Propose and implement process improvements, automation, and system enhancements to streamline workflows and reduce errors.
• Provides assistance to other areas of Deposit Operations and Digital Banking as requested.
• Provides project support as requested.
• Performs other duties as assigned. 

• Associates Degree or equivalent experience, Bachelors Degree preferred. 
• 3 - 5 years of back office processing within the banking industry desired.
• Demonstrates strong understanding of bank products and services.
• Demonstrates ability to execute work independently with general oversight.
• Demonstrates strong working knowledge of various bank regulations.
• Demonstrates strong written and verbal communication skills.
• Team player with proven ability to work cooperatively but also assume administrative responsibilities. 
• Demonstrates strong troubleshooting and problems solving skills
• Demonstrates ability to interact efficiently with Technology and utilize common office applications including Word, Excel, Outlook, and related applications; willingness to learn new technologies

Our values reflect our culture:  Everyone is Valued, Do The Right Thing, Friendly Family, & Fun, Dream Big/Act Small, Accountability, Innovation

When you choose to become a part of the team at First Bankers, you are getting more than a job. What comes along with the daily work is making a difference in other people's lives, working closely with teammates who are people you enjoy, contributing to a bigger picture, balancing work and home commitments, and developing yourself and your career.  If that sounds like a good deal to you, apply for a position today.

Work Environment

This position typically works in a professional office setting. While performing the duties of this Job, the employee is regularly required to stand, move from one point to another, and use hands to manipulate, handle, or feel. The employee is frequently required to reach with hands and arms, speak, and hear. The employee will occasionally sit, stoop, lift, kneel, or crouch in the course of completing their job. The employee must occasionally lift and/or move up to 25 pounds. 

The salary range provided in this job posting represents what the company reasonably expects to pay for the position based on the minimum qualification requirements included at the time of posting. Actual compensation may vary based on factors including, but not limited to, individual experience, education, and skill level.

First Bankers Trust Company is an equal opportunity employer and supports diversity in the workplace. Qualified applications will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Our HR team will reach out to the applicants who meet the qualifications and are most closely aligned with the requirements of the position.