Contact Center Specialist III

**If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.

This position is located at our Great West Center in 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 III provides high-level support within the Client Contact Center for First Interstate Bank's products. This position supports business customers and branch staff by providing telephone support. Responsibilities may also include account maintenance functions and customer integration services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supports incoming calls daily in a flexible work environment.
• Ensures first-call resolution through effective problem-solving and call-handling techniques.
• Assists with escalation calls as needed.
• Assists both internal and external clients with general inquiries and complex financial transactions, responding promptly to questions, inquiries, and issues.
• Provides outstanding customer service to internal and external clients in an efficient and effective manner to build loyalty and encourage repeat business.
• Provides high-level technical support for bank products such as online banking services, debit cards, and telebanking.
• Assists in the development and implementation of new products.
• Utilizes multiple bank systems simultaneously to assist clients, ensuring proper documentation of all interactions.
• Performs account maintenance specific to the line of business with strong attention to detail.
• Ensures adherence to departmental standards.
• Assists with training new team members.
• Supports the internal digital support queue as assigned.
• Contributes to building a strong team environment.
• Maintains up-to-date knowledge of evolving policies and procedures.

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, including the ability to explain product troubleshooting steps to clients.
• Works independently with minimal supervision.
• Demonstrates conscientiousness and strong attention to detail.
• Adheres to all bank policies and procedures.
• Demonstrates strong team-oriented skills and a commitment to the success of First Interstate Bank.
• Effectively manages multiple tasks simultaneously.
• Actively listens, demonstrates empathy, applies problem-solving skills, and delivers effective solutions.
• Maintains a thorough understanding of banking products and services.
• Successfully completes all required annual and compliance training.
• Reads, analyzes, and interprets general business periodicals, professional journals, technical procedures, and governmental regulations.
• Effectively presents information and responds to questions from managers, clients, customers, and the public.
• Calculates figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Applies concepts of basic algebra and geometry.
• Solves practical problems involving multiple variables in situations with limited standardization.
• Interprets instructions presented in written, oral, diagram, or schedule form.

EDUCATION AND/OR EXPERIENCE

• High School Diploma or General Education Degree (GED) required
• Minimum of 24 months of related experience, training, or an equivalent combination of education and experience required
• Two years of 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
• Handling - Occasionally
• Hearing - Frequently
• Lifting - Occasionally (up to 10 lbs)
• 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

**If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.