Contact Center Specialist I

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.

The Contact Center Specialist I helps us fulfill our mission through inbound calls assisting with financial questions using our core values of People First-Always, Seek Greatness, Commitment to Community and Celebrate Success! This position is primarily on phone system all day to assist our client base during hours of operation and responds to a myriad of bank related inquiries. Delivery of quality interactions to the client is of the utmost importance regardless of channel.

• 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.

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.

• 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