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Customer Service Representative I
2 months ago
This role is situated within our contact center environment.
What Matters Most to You
We recognize that your career is just one part of a fulfilling and intricate life. Therefore, we have crafted our compensation and benefits package to offer employees and their families a wide range of options.
- Accrue and utilize your paid time off (PTO) from day one, along with paid federal holidays in addition to PTO.
- Through our Child Care Assistance Program, First Interstate will contribute up to $1,500 per eligible dependent, with a maximum of $4,500 annually.
- We emphasize wellness by providing eligible employees with $25 per month, or $300 per year, towards a fitness club membership or exercise-related classes.
- The health and happiness of our communities are important to us. Discover more about our community initiatives and why we want YOU to be part of our mission.
POSITION OVERVIEW
We assist individuals in managing their finances effectively. The Contact Center Specialist plays a vital role in achieving our mission by handling inbound calls related to financial inquiries. Our core values include Putting People First, Striving for Excellence, Commitment to Community, and Celebrating Achievements. This position primarily involves phone interactions to support our clientele during operational hours, addressing a variety of banking-related questions. Delivering high-quality interactions to clients is paramount, regardless of the communication channel.
KEY RESPONSIBILITIES include but are not limited to:
- Manage daily incoming calls in a dynamic work environment.
- Assist both internal and external clients with general inquiries and complex financial transactions.
- Deliver exceptional customer service to foster loyalty and repeat business.
- Effectively juggle multiple tasks.
- Utilize banking systems concurrently to assist clients, ensuring accurate documentation of all interactions in the CRM tool.
- Exhibit active listening, empathy, problem-solving skills, and provide effective solutions.
- Maintain financial accounts with meticulous attention to detail.
- Possess a thorough understanding of banking products and services.
- Adhere to departmental standards.
- Complete all required annual and compliance training successfully.
- Support the training of new hires as a mentor.
- Experienced Tier I specialists may assist in the ASK queue as assigned.
To excel in this role, an individual must satisfactorily perform each essential duty. The requirements outlined below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.
EDUCATION and/or EXPERIENCE
A high school diploma or general education degree (GED) is required. A minimum of 6-12 months in a relevant role or an equivalent combination of education and experience is preferred. Previous experience in banking or a call/contact center is strongly desired.
ADDITIONAL SKILLS AND ABILITIES
Ability to cultivate and maintain effective relationships, respond to inquiries, and adapt to changing circumstances. Capacity to handle stressful situations and remain aware of the work environment. Proficiency in both written and verbal communication. Ability to identify the correct method for escalating calls to designated representatives who can accurately and efficiently address internal/external inquiries. Proactively seek solutions from available support resources. Identify and communicate system/product performance issues. Participate in team meetings and provide feedback when additional support materials are necessary. Computer proficiency and the ability to guide clients through product troubleshooting steps. Work independently with a conscientious and detail-oriented approach. Comply with all bank policies and procedures.
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business publications, professional journals, technical procedures, or governmental regulations. Capability to effectively present information and respond to inquiries from groups of managers, clients, customers, and the public.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply basic algebra and geometry concepts.
REASONING ABILITY
Ability to solve practical problems and address a variety of concrete variables in situations with limited standardization. Ability to interpret various instructions provided in written, oral, diagram, or schedule form.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.
WORK ENVIRONMENT
The characteristics of the work environment described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.
The noise level in the work environment is typically moderate.
**Current employees of First Interstate Bancsystem Inc should apply through the Employee Portal**
