Contact Center Specialist I

First Interstate•Billings, MT

3d•Onsite

About The Position

The Contact Center Specialist I supports the organization’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 hours of operation and responds to a wide range of bank-related inquiries. High-quality interactions across all service channels are essential. The position is located at the Great West Center in Billings, Montana. The specialist assists internal and external clients with general questions and complex financial transactions, performs account maintenance, documents interactions in the CRM tool, and uses multiple bank systems simultaneously. The role also includes following departmental standards and bank policies, completing required annual and compliance training, mentoring new team members, participating in team huddles, and assisting with the ASK queue as needed. Work hours and weekend scheduling vary according to scheduling and business needs; overtime is subject to business need.

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 work independently with minimal supervision and manage multiple tasks simultaneously.
Strong computer knowledge and technical skills.
Conscientiousness and strong attention to detail.
Active listening, empathy, problem-solving, and customer-focused solution skills.
Thorough understanding of banking products and services.
Regular and predictable attendance is required.

Nice To Haves

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

Responsibilities

Handle inbound calls and support clients with bank-related and financial inquiries.
Assist internal and external clients with general inquiries and complex financial transactions.
Provide efficient, effective, customer-focused service that builds client loyalty and encourages repeat business.
Use multiple bank systems simultaneously and document interactions in the CRM tool.
Perform general account maintenance with strong attention to detail.
Follow departmental standards and bank policies and procedures.
Complete required annual and compliance training.
Support new-hire training by mentoring new team members.
Assist with the ASK queue as needed.
Identify appropriate call escalation methods and escalate inquiries to designated representatives.
Seek solutions using available support resources and communicate system or product performance issues.
Participate in team huddles and provide feedback about needed support materials.
Explain product troubleshooting steps clearly to clients.