Contact Center Specialist I

This position is located at our Great West Centerin Billings, MT.

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 supports our mission by handling inbound calls and assisting with financial inquiries. This position primarily involves working on the phone system throughout the day to serve our client base during hours of operation. The specialist responds to a wide range of bank-related inquiries. Delivering high-quality interactions to clients is of the utmost importance across all service channels.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supports incoming calls daily in a flexible work environment.
• Assists both internal and external clients with general inquiries and complex financial transactions.
• Provides outstanding customer service to internal and external clients in an efficient and effective manner to build loyalty and encourage repeat business.
• Utilizes multiple bank systems simultaneously to assist clients, ensuring proper documentation of all interactions in the CRM tool.
• Performs general account maintenance with strong attention to detail.
• Ensures adherence to departmental standards.
• Completes all required annual and compliance training.
• Supports new hire training by serving as a mentor to new team members.
• Assists with the ASK queue as needed.

QUALIFICATIONS
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.

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrates the ability to develop and maintain effective relationships.
• Responds appropriately to inquiries and varying situational needs.
• Effectively manages stressful situations.
• Adapts to change and remains aware of work surroundings.
• Communicates clearly and accurately in both written and verbal formats.
• Identifies appropriate methods and approaches for call escalation.
• Escalates inquiries to designated representatives who can provide accurate and efficient support.
• Actively seeks solutions using available support resources.
• Identifies and communicates system or product performance issues.
• Participates in team huddles and provides feedback when additional support materials are needed.
• Demonstrates strong computer knowledge and technical skills.
• Explains product troubleshooting steps clearly to clients.
• Works independently with minimal supervision.
• Demonstrates conscientiousness and strong attention to detail.
• Adheres to all bank policies and procedures.
• Effectively manages multiple tasks simultaneously.
• Actively listens, demonstrates empathy, and applies problem-solving skills.
• Delivers effective and customer-focused solutions.
• Maintains a thorough understanding of banking products and services.

EDUCATION AND/OR EXPERIENCE

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

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job. In compliance with the Americans with Disabilities Act, the company provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

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