Client Support Specialist I

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

This position is located at our Meridian, ID E Broadway branch.

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.

• Accrue and use your paid time off (PTO) immediately - no waiting period - plus paid federal holidays in addition to PTO.

• Child Care Assistance Program for eligible dependent(s).

• We prioritize wellness by offering eligible employees a monthly stipend, toward a fitness club membership or exercise-related classes.

• 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

We help people and their money work better together! The role of the Client Support Specialist helps us fulfill our mission through inbound calls assisting with financial questions. Our core values are People First-Always, Seek Greatness, Commitment to Community and Celebrate Success! This role is primarily on phone system all day to assist our client base during hours of operation. They will respond to a myriad of bank related inquiries. Delivery of quality interactions to the client is of the utmost importance regardless of channel.

DUTIES AND RESPONSIBILITIES include the following: other duties may be assigned.

• Support daily incoming calls in a flexible work environment

• Support both internal and external client interactions for general inquiries as well as complex financial transactions

• Provide outstanding customer service to both internal and external clients in an efficient and effective manner to grow loyalty and repeat business.

• Ability to balance multiple tasks effectively.

• Use bank systems simultaneously to assist clients ensuring proper documentation of both internal and external client interactions in CRM tool.

• Ability to actively listen, show empathy, problem solve, and deliver great solutions.

• General maintenance of financial accounts ensuring attention to detail

• Thorough understanding of banking products and services

• Ability to self-manage productivity while ensuring banking regulatory compliance.

• Successful completion of all required annual and compliance training.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED). At least 12 months experience in a customer service capacity or equivalent experience

Experience in a call/contact center strongly desired.

OTHER SKILLS AND ABILITIES

Skills and abilities to develop and maintain effective relationships and respond to inquiries and circumstances, as necessary. The ability to work in fast paced environment. Be adaptable to change and remain alert of his or her work surroundings. Accuracy of written and verbal communication. Ability to identify the appropriate method and approach for call escalation to one of the designated representatives who maintain the knowledge to support the internal/external inquiries accurately and efficiently. Ability to actively seek out solutions from support resources provided. Ability to identify and communicate system/product performance issues. Participate in group huddles and provide necessary feedback when additional support materials are necessary.

Keyboarding skills; speed and accuracy. 10 key accuracy. Computer knowledge and skills and the ability to explain product troubleshooting steps to clients. Able to work independently. Conscientious and detail oriented. Able to comply with all bank policies and procedures.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand, walk, and climb or balance.

The noise level in the work environment is usually moderate.

WORK SCHEDULE

The current schedule for this position is 10AM-7PM with rotating Saturdays dependent on scheduling needs, and subject to change per management.

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