Client Support Specialist I - Billings, MT

  • First Interstate Bank
  • Nov 10, 2021
Full time Banking Customer Service

Job Description

Do you have a friendly voice and enjoy helping people by providing solutions...then this is the job for you!

 

SUMMARY

This position will perform client support in our Billings, Montana Operations Center in the Client Contact Center. The Client Contact Center is responsible for answering inbound calls, secure email and chat sessions from clients and potential clients across the First Interstate six state footprint. Calls, emails and chats are varied and span the array of products and services offered by First Interstate so the situations handled can vary greatly from day to day. Customer experience is a focus and the Contact Center is responsible for delivering that experience.  

 

ESSENTIAL DUTIES AND RESPONSIBILITIES will include but is not limited to the following items listed below:

  • Demonstrates the ability to learn and successfully pass both required and compliance training courses. This includes maintaining a current knowledge and understanding of the First Interstate Bank Information Systems applicable to support internal and external customer inquiries.

  • High level of professional written and verbal communication skills through any channel received; telephone, email, or mail.

  • Display effective time management skills.

  • Demonstrate problem solving skills when interacting with an internal or external customer.

  • Accurately document customer inquiries and call resolution. Ensuring that when necessary, communicating important information with other representatives within the Call Center Department.

  • Must be able to escalate issues/problems in a professional manner. This includes contacting the appropriate Third Party Vendors directly for additional support and/or resolution.

  • Develop strong working relationships with branch representatives to provide support and resolution to customer inquiries.

  • Previous experience at a call center, or in a customer facing role such as a retail clerk, cashier or sales associate is preferred, but not required.

 

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations 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) and /or equivalent job experience.  One-year certificate from college or technical school; or one or two year’s related experience and/or training; or equivalent combination of education and experience. Previous bank or call center experience preferred.

 

OTHER SKILLS AND ABILITIES

Keyboarding skills, speed & accuracy. 10 key, accuracy important.  Basic computer & Keyboarding skills.  Capable of working independently.  Must be highly detailed and self-motivated.  Must be able to enforce procedures and regulations.

 

LANGUAGE SKILLS

Ability to read and comprehend instructions.  Ability to write routine correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

 

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

 

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations.

 

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.

 

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear.  The employee is occasionally required to stand, walk, and reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

 

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.