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Contact Center Specialist I
Contact Center Specialist IFirst Interstate Bank • Billings, MT, US
Contact Center Specialist I

Contact Center Specialist I

First Interstate Bank • Billings, MT, US
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Contact Center Specialist I

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

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.

  • 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 I 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 Responsibilities

  • Supports daily incoming calls in a flexible work environment.
  • Supports both internal and external client interactions for general inquiries as well as complex financial transactions.
  • Provides outstanding customer service to both internal and external clients in an efficient and effective manner to grow loyalty and repeat business.
  • Uses bank systems simultaneously to assist clients ensuring proper documentation of both internal and external client interactions in CRM tool.
  • Provides general maintenance of financial accounts ensuring attention to detail.
  • Ensures adherence to department standards.
  • Completes all required annual and compliance training.
  • Supports new hire training as a mentor to new team members.
  • Participates in group huddles and provides feedback when additional support materials are necessary.
  • May help in ASK queue as assigned.

    • Qualifications

  • Ability to balance multiple tasks effectively.
  • Ability to actively listen, show empathy, problem solve, and deliver great solutions.
  • Thorough understanding of banking products and services.
  • Skills and abilities to develop and maintain effective relationships, respond to inquiries and circumstances as necessary.
  • Ability to tolerate stressful situations.
  • Adaptable to change and remain alert of 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.
  • Computer knowledge and skills and the ability to explain product troubleshooting steps to clients.
  • Ability to work independently.
  • Conscientious and detail oriented.
  • Ability to comply with all bank policies and procedures.

    • Education And / Or Experience

  • High School Diploma or General Education Degree (GED) required
  • Minimum 6-12 months in a relevant role and / or equivalent combination of education and experience required
  • Previous experience in banking or a call / contact center strongly preferred

    • Physical Demands And Working Environment

  • Dexterity of hands / fingers to operate computer keyboard and mouse - Frequently
  • Hearing - Frequently
  • Sitting - Frequently
  • Standing - Occasionally
  • Talking - Frequently
  • Noise Level - Moderate
  • Typical Work Hours - Vary based on scheduling / business need
  • Overtime - Subject to business need
  • Regular and Predictable Attendance - Required
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    Contact Center Specialist • Billings, MT, US

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