What are the responsibilities and job description for the Business Support Specialist Client Contact Center position at First Interstate Bank?
**If you are a current FIB employee, please apply through the Career Worklet in the
Employee Portal
.
This position can be located at our Meridian, ID E Broadway and Great West Center branch 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.
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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 serveand 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 Business Support Specialist Client Contact Center functions by working with the business unit to ensure compliance with all company and departmental policies and procedures. The position provides direction and performs key duties, involving project management, process definition & development, operations efficiency, and creation assistance of instructional design and implementation of new hire training.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The Business Support Specialist Client Contact Center functions by working with the business unit to ensure compliance with all company and departmental policies and procedures. The position provides direction and performs key duties, involving project management, process definition & development, operations efficiency, and creation assistance of instructional design and implementation of new hire training.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Leads training efforts for Client Contact Center new hires and ongoing Skill enhancements.
- Works with leadership to enhance functions and implement changes for streamlining processes, improving efficiencies, and enhancing the accuracy and quality of work.
- Researches non-routine and complex systems and customer problems; communicates findings and resolutions to customers, co-workers, and/or managers.
- Utilizes project management skills to define, scope, and lead projects related to system integrations, enhancements, conversions, and process improvements.
- Develops strong working relationships with cross-functional business lines.
- Assists in implementation and conversion of new system upgrades, application rollouts, and coordination of training classes both in person and virtually.
- Develops a close and effective working relationship with the Client Contact Center management team to ensure smooth operations, coordination, and communication across all areas.
- Provides direction to staff to ensure delivery of superior quality service and product support for internal and external customers.
- Cooperates with, participates in, and supports the adherence to all policies, procedures, training, and practices in support of the Bank’s compliance with all regulatory requirements.
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
- Self-starter with the ability to work independently, to prioritize and manage deadlines, and to follow instructions.
- Demonstrated ability delivering exemplary level of customer service in a professional environment.
- Proven ability to assess customer needs.
- Strong computer and technical skills.
- Possess exceptional customer service and communication skills.
- Ability to interact as a member of a team and to multitask in a fast-paced environment.
- Possess strong problem-solving abilities, strong financial acumen, and sound judgement.
- Ability to exhibit a positive and professional attitude, even in difficult situations, and to provide guidance and direction to staff.
- Ability to read, analyze, and interpret general business periodicals, contracts, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals.
- Ability to effectively present information and respond to questions from groups of managers, customers, and vendors.
- Excellent written and verbal communication, interpersonal, presentation, and training skills.
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate and percent and to draw and interpret bar graphs.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
EDUCATION AND/OR EXPERIENCE
- High School Diploma or General Education Degree (GED) required
- Associate's Degree preferred
- 1-3 years related experience, training, and/or equivalent combination of education and experience required
- Experience related to projects, processes, internal controls, and reports required
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
- Lifting - Occasionally (up to 10 lbs)
- Sitting - Frequently
- Overtime - Subject to business need
- Noise Level - Moderate
- Typical Work Hours - M-F (8-5)
- Regular and Predictable Attendance - Required
**If you are a current FIB employee, please apply through the Career Worklet in the
Employee Portal
.
