First Interstate BancSystem Client Support Specialist I in Billings, Montana
\*\*If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.
This position is located at ourGreat West Center in Billings, MT.
The Client Support Specialist I reports to The Client Support Manager in Billings. 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.
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.
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.
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.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
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.
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.
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.\*\*If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.
Our company is an equal opportunity employer. Employment here is based solely upon an individual's merit and qualifications directly related to the position. We do not discriminate on the basis of race, color, religion, national origin, ancestry, pregnancy status, sex, age, marital status, disability, medical condition, or any other characteristics protected by law. We make all reasonable accommodations to meet the obligations set forth under the Americans with Disabilities Act (ADA) and state disability laws.