Contact Center Specialist I

This position is located at our Great West Center in Billings, MT.

Whats Important to You

We know your career is just one aspect of a meaningful, complex, and demanding life. Thats why we designed our compensation and benefits package to provide employees and their families with as much choice as possible.

• Generous Paid Time Off (PTO) in addition to paid federal holidays.
• Child Care Assistance Program for eligible dependent(s).
• Exercise reimbursement program for employees.
• The health and happiness of the places we call home matter to us. Learn a little more about what we do for the communities we serve and why we want YOU to be a part of it.

We encourage you to apply. Reach for what you want and tell us why your work ethic and willingness to learn make you a natural fit for #TeamFirstInterstate.

SUMMARY

We help people and their money work better together! The role of the Contact Center Specialist helps us fulfill our mission through inbound calls assisting with financial questions. Our core values are People First-Always, Seek Greatness, Commitment to Community and Celebrate Success! This role is primarily on phone system all day to assist our client base during hours of operation. They will respond to a myriad of bank related inquiries. Delivery of quality interactions to the client is of the utmost importance regardless of channel.

ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following: other duties may be assigned.

• Support daily incoming calls in a flexible work environment
• Support both internal and external clientinteractions for general inquiries as well as complex financial transactions
• Provide outstanding customer service to both internal and external clients in an efficient and effective manner to grow loyalty and repeat business
• Ability to balance multiple tasks effectively
• Use bank systems simultaneously to assist clients ensuring proper documentation of both internal and external client interactions in CRM tool
• Ability to actively listen, show empathy, problem solve, and deliver great solutions
• General maintenance of financial accounts ensuring attention to detail
• Thorough understanding of banking products and services
• Ensure adherence to department standards
• Successful completion of all required annual and compliance training
• Support new hire training as a mentor to new team members
• Tenured Tier Is might help in ASK queue as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED). Minimum 6-12 months in a relevant role or equivalent combination of education and experience. Previous Experience in banking or a call/contact center strongly desired.

OTHER SKILLS AND ABILITIES

Skills and abilities to develop and maintain effective relationships, respond to inquiries and circumstances as necessary. The ability to tolerate stressful situations. Be adaptable to change and remain alert of his or her work surroundings. Accuracy of written and verbal communication. Ability to identify the appropriate method and approach for call escalation to one of the designated representatives who maintain the knowledge to support the internal/external inquiries accurately and efficiently. Ability to actively seek out solutions from support resources provided. Ability to identify and communicate system/product performance issues. Participate in group huddles and provide necessary feedback when additional support materials are necessary. Computer knowledge and skills and the ability to explain product troubleshooting steps to clients. Able to work independently. Conscientious and detail oriented. Able to comply with all bank policies and procedures.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, 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 deal with a variety of concrete variables in

situations where only limited standardization exists. Ability to interpret a variety of instructions furnished 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.

WORK SCHEDULE

Our Hours of Operation are 7:30 AM thru 7:00 PM Mon-Fri, and 9:00 AM thru 2:00 PM on Saturday. We are hiring for opening shifts and closing shifts based on business needs.

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