Contact Center Specialist I

Contact Center Specialist I

This position is located at our Meridian E. Broadway, ID or Boise Overland Rd, ID branch. 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.

• 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

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.

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.

Knowledge, Skills And Abilities

• 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