Customer Support Representative I

2 weeks 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 focused on delivering exceptional service through effective communication and problem-solving skills.

What We Value

We understand that your career is just one aspect of a fulfilling life. Our compensation and benefits package is designed to offer employees and their families maximum flexibility.
  • Immediate accrual and use of paid time off (PTO) with no waiting period, in addition to paid federal holidays.
  • Our Child Care Assistance Program provides up to $1,500 per eligible dependent, with a maximum of $4,500 annually.
  • We promote wellness by offering eligible employees $25 per month, or $300 annually, towards fitness club memberships or exercise-related classes.
  • We care about the health and happiness of our communities. Discover more about our community initiatives and why we want you to be part of our mission.
We encourage you to express your interest and demonstrate how your dedication and eagerness to learn align with our values at #TeamFirstInterstate.

POSITION OVERVIEW

The role of the Customer Support Representative is essential in helping us achieve our goal of providing outstanding service through inbound communication. Our core values include putting People First, Striving for Greatness, Commitment to Community, and Celebrating Success. This position primarily involves managing phone interactions to assist our clients with various inquiries. Ensuring high-quality engagement with clients is paramount, regardless of the communication channel.

KEY RESPONSIBILITIES include, but are not limited to:
  • Handle 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 encourage repeat business.
  • Effectively manage multiple tasks simultaneously.
  • Utilize banking systems concurrently to assist clients while accurately documenting 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 comprehensive understanding of banking products and services.
  • Adhere to departmental standards and complete all required training.
  • Support new team members by acting as a mentor during their onboarding process.
  • Experienced Tier I representatives may assist in designated queues as needed.
QUALIFICATIONS

To succeed in this role, candidates must meet the following qualifications:

EDUCATION and EXPERIENCE

A high school diploma or 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 highly desirable.

SKILLS AND ABILITIES

Ability to cultivate and maintain effective relationships, respond to inquiries, and adapt to various situations. Capacity to handle stressful circumstances while remaining alert and adaptable. Proficiency in both written and verbal communication. Ability to identify the appropriate escalation methods for inquiries that require specialized knowledge. Proactive in seeking solutions and addressing performance issues. Participation in team meetings to provide feedback on support materials as needed. Strong computer skills and the ability to guide clients through troubleshooting steps. Independent and detail-oriented, with a commitment to adhering to all bank policies and procedures.

LANGUAGE PROFICIENCY

Ability to read, analyze, and interpret general business publications, professional journals, technical procedures, or governmental regulations. Capable of effectively presenting information and responding to inquiries from various stakeholders.

MATHEMATICAL SKILLS

Ability to perform calculations involving discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Familiarity with basic algebra and geometry concepts.

REASONING ABILITY

Ability to solve practical problems and navigate various concrete variables in situations with limited standardization. Capacity to interpret a variety of instructions 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 the 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 the essential functions.

The noise level in the work environment is usually moderate.

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

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