Job Summary:

FIRST STATE BANK needs an ambitious candidate who will, as an eSupport Specialist, be responsible for assisting First State Bank customers in all aspects of online banking. This position requires strong communication skills and experience with web browsers, smartphones, and tablets.   Knowledge of First State Bank’s online banking products would be a plus. Troubleshooting will occur via phone, email, and chat support. This position plays a critical role in delivering exceptional customer service during every interaction. You need to be courteous, helpful, efficient, and accurate.   Upon completion of “new hire” training with the Training department, eSupport Specialist training will take place at our Streator branch. 

This position is not a remote position, nor does it have the option of being a hybrid position. 

Work schedule is Monday through Friday and Saturdays as scheduled.

eSupport duties and responsibilities include, but are not limited to:

   §   Online Banking password, security questions, and one-time passcode assistance

   §   Daily online banking enrollment callbacks

   §   Daily online banking reports

   §   Assist customers in troubleshooting online bill payment problems

   §   Troubleshoot for Treasury Management issues

   §   Troubleshoot FSBDirect issues

   §   Assist customers with FSBCards questions

   §   Activate customer debit card in Apple/Samsung Pay

   §   Assist customers with Telephone Banking issues

   §   Assist customers in troubleshooting Mobile App issues

   §   Troubleshoot Zelle issues

   §   Assist customers with Online Payment Portal questions

·         Direct Online Banking Secure Emails to appropriate departments

·         Other duties or special projects as assigned by management

Qualifications:

   §   Excellent Customer Service skills.

   §   Demonstrate communication skills, particularly phone skills and email/writing skills

   §   Computer proficiency and experience with a background in Windows 10 and 11, Microsoft Office (primarily MS Word and MS Excel), and the five main web browsers (Internet Explorer, Edge, FireFox, Chrome, and Safari). Mac experience would be a plus.

   §   Detail orientated with excellent organizational, analytical, and problem-solving skills.

   §   Proven ability to work both independently and as a team member.

   §   Represent and promote the bank and its various banking products.

Experience and Education:

   §   One or two years of relevant work experience, preferably banking or financial services.

   §   Knowledge of online banking products or experience as a user of various online banking products.

   §   High School Diploma or equivalent required (GED) is required.

   §   Experience with smartphone and tablet computers (Android, iOS, Google, or Windows)

Physical Requirements:

   §   Ability to perform the essential job functions consistently safely and successfully with the ADA, FMLA and other Federal, State, and local standards, including meeting qualitative and/or quantitative productivity standards. 

   §   Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other Federal, State and Local standards.

   §   Prolonged periods of sitting at a desk and working on a computer.

   §   Must be able to lift and carry up to 25 pounds.

   §   While performing the duties of this job the employee is often required to sit, stand, walk, talk, hear, use computers, read, write, type, use office equipment, file paperwork, use telephones, and utilize written and oral communication to interact with customers and co-workers. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this job.

PAY:     $16.00 to $18.00 per hour dependent on qualifications and experience.

BENEFITS:

   §   Medical, Dental, Vision, Life Insurance/Accidental Death & Dismemberment, Personal Accident Insurance, Salary Continuance (Long Term Disability), Vacation Days, Sick Days, Paid Leave Days (in compliance with the Illinois Paid Leave for All Workers Act), Paid Holidays, 401(k) Plan with Employer Match, and discretionary Profit-Sharing Plan, Wellness/Fitness Program, Bereavement Leave, Tuition Reimbursement in accordance with the terms and conditions of the Education Reimbursement Agreement, discretionary Stock Option Program.

Equal Opportunity Employer/Veterans/Disabled                                                           04-04-2025