Client Support Specialist I - Billings, MT

  • First Interstate Bank
  • Billings, MT, USA
  • Nov 21, 2022
Full time Analysis Customer Service Entry Level Information Technology Software

Job Description

What’s Important to You

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

  • Accrue and use your paid time off (PTO) immediately – no waiting period – plus 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 max of $4,500 annually.
  • We prioritize wellness by offering eligible employees $25 per month, or $300 per year, toward a fitness club membership or exercise-related classes.

We encourage you to apply, even if you are not sure your skills or experience check every box. Reach for what you want, and tell us why your work ethic and willingness to learn make you a natural fit for #TeamFirstInterstate.

 

SUMMARY

This role is responsible for handling client interactions via inbound phone calls, chats, and email in a high paced and high production environment. Delivery of quality interactions to the client is of the utmost importance regardless of channel. The Contact Center mission statement is “Delivering consistent, professional and quality experiences from one client interaction to the next.”

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following; other duties may be assigned.

  • Supports both internal and external customer interactions in the level one queues including ATM/Debit, PIN resets, check by phone, and account transfers
  • Daily incoming call volume expectations  70-90 (3-6 months post training period)
  • Call observe scores 85% or higher
  • Expected documentation logged in 360 View
  • Successful completion of all required annual and compliance training.

 

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). 3 to 6 months in a relevant role. Experience in a call or contact center desired. Previous banking or lending experience 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. Adapt to changes and remain alert of his or her work surroundings. Accuracy of written and verbal communication. Ability to maintain the correct balance between tact and firmness. Ability to identify the appropriate method and approach to call escalation to one of the designated representatives who maintain the knowledge to accurately and efficiently support the internal/external inquiries. Ability to actively seek out solutions from support materials provided. Ability to identify and communicate system/product performance issues. Participate in group huddles and provide necessary feedback when additional support materials are necessary. Keyboarding skills; speed and accuracy. 10 key accuracy. Basic computer knowledge and skills. Able to work independently. Conscientious and detail oriented. Able to comply with policies and procedures

 

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver’s license is required. Ability to work in the USA.

 

COMPLIANCE REQUIREMENTS

As a condition of employment, any successful job applicant will be required to pass a pre-employment screening against the Limited Denial of Participation (LDP), GSA Excluded Party List System (EPLS) and Freddie Mac Exclusionary List.

 

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple 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.

 

WORK ENVIRONMENT

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand, walk and climb or balance.

 

The noise level in the work environment is usually moderate.