Customer Service Representative I

1 week ago

Meridian, Idaho, United States First Interstate Bancsystem Inc Full time
**If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal

This position is essential in providing assistance to our clients through inbound communications.

What's Important to You

We recognize that your career is just one aspect of a fulfilling and complex life. That’s why we have developed a comprehensive compensation and benefits package designed to offer employees and their families a wide range of options.
  • Accrue and utilize your paid time off (PTO) immediately, with no waiting period, in addition to paid federal holidays.
  • 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 a part of it.
We encourage you to express your interest. Share how your work ethic and eagerness to learn make you a great fit for #TeamFirstInterstate.

SUMMARY

We assist individuals in managing their finances effectively. The role of the Contact Center Specialist is vital in achieving our mission by addressing financial inquiries through inbound calls. Our core values include People First-Always, Pursue Excellence, Commitment to Community, and Celebrate Success. This role 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: other duties may be assigned.
  • 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 manage 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 a keen attention to detail.
  • Possess a thorough understanding of banking products and services.
  • Ensure compliance with departmental standards.
  • Complete all required annual and compliance training successfully.
  • Mentor new team members during their training.
  • Experienced Tier I specialists may assist in designated queues as assigned.
QUALIFICATIONS

To excel in this role, an individual must successfully perform each essential duty. The requirements listed below represent the knowledge, skills, and abilities necessary. 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.

OTHER SKILLS AND ABILITIES

Ability to develop and maintain effective relationships, respond to inquiries, and adapt to various circumstances. Capacity to handle stressful situations and remain alert to the work environment. Proficiency in written and verbal communication. Ability to identify the appropriate method for escalating calls to designated representatives who can accurately support 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 needed. Computer proficiency and the ability to explain troubleshooting steps to clients. Ability to work independently, with a conscientious and detail-oriented approach. Compliance with all bank policies and procedures is essential.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business publications, professional journals, technical procedures, or governmental regulations. Ability to effectively present information and respond to questions 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 concepts of basic algebra and geometry.

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 to enable individuals with disabilities to perform essential functions.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The noise level in the work environment is usually moderate.

WORK SCHEDULE

Our Hours of Operation are 7:30 AM to 7:00 PM Monday through Friday, and 9:00 AM to 2:00 PM on Saturday. We are hiring for both opening and closing shifts based on business needs.

**If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal

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