Contact Center Specialist I

First Interstate BancSystem • Billings, MT

1d • Onsite

About The Position

The Contact Center Specialist I supports the bank’s mission by handling inbound calls and responding to financial and bank-related inquiries. The role primarily involves using the phone system throughout the day to serve clients during operating hours. The specialist delivers high-quality, efficient service across service channels and supports both internal and external clients with general inquiries and complex financial transactions. The position also includes account maintenance, interaction documentation, compliance training, mentoring new team members, and assisting with the ASK queue as needed. The position is located at the Great West Center in Billings, Montana.

Requirements

• High school diploma or GED.
• At least 6–12 months of experience in a relevant role, or an equivalent combination of education and experience.
• Ability to develop and maintain effective relationships and respond appropriately to inquiries and varying situational needs.
• Ability to manage stressful situations, adapt to change, and remain aware of work surroundings.
• Clear and accurate written and verbal communication skills.
• Ability to identify appropriate call escalation methods and escalate inquiries to designated representatives.
• 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 adhere to bank policies and procedures.

Nice To Haves

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

Responsibilities

• Handle incoming calls and assist clients with bank-related inquiries and financial transactions.
• Provide efficient, effective, customer-focused service to internal and external clients to build loyalty and encourage repeat business.
• Use multiple bank systems simultaneously and document interactions in the CRM tool.
• Perform general account maintenance with attention to detail.
• Follow 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 appropriate representatives and seek solutions using available support resources.
• Identify and communicate system or product performance issues, and provide feedback when additional support materials are needed.
• Explain product troubleshooting steps clearly to clients and maintain knowledge of banking products and services.

Benefits

• Generous paid time off (PTO).
• 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