Contact Center Specialist I

First Interstate • Meridian, ID

23h • Onsite

About The Position

The Contact Center Specialist I supports the company’s mission by handling inbound calls and assisting clients with financial inquiries. The role primarily uses the phone system throughout the day to serve clients during operating hours and responds to a wide range of bank-related inquiries. Providing high-quality client interactions across service channels is essential. This position is located at the Meridian, Idaho E. Broadway branch and supports incoming calls in a flexible work environment.

Requirements

• High school diploma or GED required.
• At least 6–12 months of experience in a relevant role, or an equivalent combination of education and experience, required.
• Ability to develop and maintain effective relationships.
• Ability to respond appropriately to inquiries and varying situational needs and to manage stressful situations.
• Ability to adapt to change and remain aware of work surroundings.
• Clear and accurate written and verbal communication skills.
• Strong computer knowledge and technical skills.
• Ability to work independently with minimal supervision and manage multiple tasks simultaneously.
• Conscientiousness and strong attention to detail.
• Active listening, empathy, problem-solving skills, and ability to deliver customer-focused solutions.
• Ability to maintain a thorough understanding of banking products and services.

Nice To Haves

• Previous experience in banking or a call or contact center environment.

Responsibilities

• Handle incoming calls and assist internal and external clients with general inquiries and complex financial transactions.
• Provide efficient, effective customer service that builds client loyalty and encourages repeat business.
• Use multiple bank systems simultaneously and document all interactions in the CRM tool.
• Perform general account maintenance with attention to detail.
• Adhere to departmental standards and bank policies and procedures.
• Complete required annual and compliance training.
• Mentor new team members and support new-hire training.
• Assist with the ASK queue as needed.
• Escalate inquiries to designated representatives and identify appropriate escalation methods.
• Participate in team huddles and provide feedback when additional support materials are needed.
• Identify and communicate system or product performance issues.
• Explain product troubleshooting steps clearly to clients and seek solutions using available support resources.

Benefits

• Generous paid time off (PTO) in addition to paid federal holidays.
• Child Care Assistance Program for eligible dependents.
• Exercise reimbursement program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED