Customer Service Supervisor

Job Category : Production - 3 Step Requisition Number : CUSTO001963 Posted : August 11, 2026 Full-Time On-site Locations Showing 1 location Twin Falls, ID 83301, USA Description Why work for First Federal Bank? Our company culture is driven by our desire to serve our members and communities, something we have done for over 100 years. Along with doing meaningful work, enjoy perks and benefits that come along with being part of Idaho’s only mutual bank – no stockholders or majority owners, just our account members! Eligible First Federal Bank employees receive paid vacation, sick leave, and holidays; health insurance, dental insurance, and vision insurance; 401(K) retirement with employer match; educational and student loan repayment assistance; life insurance; long-term disability insurance; loan incentives; and service recognition. Employees also receive paid volunteer hours and can participate in our Pay-It-Forward program to give back to the communities we serve. In addition, the First Federal Foundation has provided over $1.4 million to local non-profits since 2003. For a meaningful job and to be part of a community-focused team, as well as much more, Ideal candidates will demonstrate the bank’s core values. Driven : Hard-working, self-motivated, and strives for excellence. Seeks opportunities to contribute, learn, and grow. Brings positive energy, initiative, and collaboration to help the team and Bank win. Dedicated : Committed to the success of colleagues, customers, and the Bank. Has a team-first attitude—caring more about the team’s success than personal recognition. Follows through on commitments and takes ownership for results. Engaged : Cares about their job and the Bank’s success. Energetic, curious, and focused on their work and the Bank’s mission. Collaborates with purpose and builds internal and external relationships. Essential Duties and Responsibilities Demonstrate the Bank’s core values: driven, dedicated, and engaged. Provides excellent customer service and participates in creating a positive work environment. Processes a variety of requests including but not limited to payments, transfers, inquiries, travel notes, disputes, research, check orders, limit increases, and debit card orders. Uses multiple computer programs and works with other internal departments to conduct research and resolve customer and employee issues. Assists with a variety of requests for research and troubleshooting within Online Banking and Bill Pay. Investigates and resolves customer issues and effectively communicates to the appropriate parties. Transfers phone calls and information received to appropriate personnel. Completes additional tasks such as but not limited to reviewing and dispositioning online account applications, retrieving and responding to secure messages, verifications of deposit, and SSI/Accuity verification requests. Provides information on an array of services for customers based on their requests and professionally manage situations that require special handling. Works closely and develops productive working relationships with all departments. Continually develops and maintains a working knowledge of bank products, services, internal policies, and procedures to effectively help all customers via telephone or email. Maintains an organized and efficient work area and ensures staff does the same. Updates and maintains the banks internal employee phone list. Creates and reviews call reports. Trains department staff on all bank products and services. Trains staff in regard to compliance with all bank policies and procedures, as well as department processes. Handles or assists staff with unusual requests and answering difficult customer inquiries. Supervises CSC specialists and assigns appropriate workloads within the department. Observes and call shadows staff to ensure the desired levels of customer service are being met in accordance with bank expectations and objectives. Builds customer relationships, utilizes the Connections software for recommendation/referrals, and trains staff to do the same. Ensures phone recordings are updated and tests phone system as needed when changes are made. Attends required trainings, meetings, conference calls and provides information received to branch staff as appropriate. Backs up department security duties. Provides oversight of staff on a day-to-day basis, to include scheduling, mentoring, and coaching. Provides input or assistance with department staff meetings. Completes action plans with staff, holds one-on-one meetings, and provides ongoing coaching. Provides feedback for performance evaluations. Aids in creating department efficiencies. Assumes all duties and responsibilities of the Customer Service Manager when he/she is out of the department. Follows all bank policies and procedures and complies with bank audit requirements. Complies with all employment laws and regulations as they pertain to staff. Performs all job duties and maintains compliance with all banking acts, laws, and regulations, and ensures staff has the training and resources to perform duties to maintain compliance with such acts, laws, and regulations. Non-Essential Duties and Responsibilities Complete performance evaluations for staff and provides ongoing coaching and feedback on performance. Coordinate any facilities needs with the Facilities Manager and/or the Director of Branch Operations. Order supplies for the department as necessary. Attend community events to promote the bank. Supervisory Responsibilities Carry out supervisory responsibilities is accordance with Bank policies and applicable laws. Responsibilities include interviewing, selection of staff and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Qualifications Required (Required education may be satisfied by experience and/or working knowledge) A high school diploma or equivalent. One year of general banking experience. One year of experience mentoring, training, and/or supervising staff. Intermediate knowledge of Microsoft Word, Excel, Outlook, and Power Point. Physical Requirements and Working Conditions Sitting for extended periods of time, requires close visual acuity and the ability to work and operate computer applications and equipment including copy machine, telephone, scanner, or other basic business equipment. Ability to lift heavy items that may weigh up to 20lbs (e.g., boxes of copy paper/files, etc.). Ability to perform repetitive finger, hand, and arm movements. The job is within the normal office cubical environment. Qualifications Preferred Two years of general banking experience to include a thorough knowledge of banking products and services. Two years of supervisory experience. One year of experience in a customer service/call center environment. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr