Contact Center Credit Card Specialist

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.

• Generous Paid Time Off (PTO) in addition to paid federal holidays.
• Child Care Assistance Program for eligible dependent(s).
• Exercise reimbursement program for employees.
• 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
The Contact Center Credit Card Specialist provides support within the Client Contact Center for First Interstate Bank's credit card products. This position supports business customers and branch staff by delivering telephone-based assistance, which may include account maintenance functions and customer integration services.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Supports daily incoming calls in a flexible work environment.
• Ensures first-call resolution through effective problem-solving and call-handling techniques.
• Supports both internal and external client interactions, including general inquiries and complex financial transactions, ensuring prompt and accurate resolution.
• Delivers outstanding customer service to internal and external clients in an efficient and effective manner to build loyalty and encourage repeat business.
• Supports credit card servicing and basic Treasury requests.
• Performs complex maintenance on business credit card accounts.
• Assists in the development and implementation of new products.
• Utilizes multiple bank systems simultaneously to assist clients while ensuring proper documentation of all interactions.
• Escalates complex issues to Tier 3 or TSTC teams as appropriate.
• Performs general account maintenance specific to the line of business, ensuring strong attention to detail.
• Ensures accurate documentation and compliance with policies and procedures.
• Maintains adherence to department standards.
• Completes all required annual and compliance training.
• Assists in training new team members.
• Provides support for the ASK queue as needed.
• Contributes to building a strong, collaborative team environment.

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

• Ability to balance multiple tasks effectively.
• Strong active listening skills, with the ability to demonstrate empathy, solve problems, and deliver effective solutions.
• Thorough understanding of banking products and services.
• Ability to de-escalate situations when appropriate.
• Ability to recognize red flags and escalate to the appropriate contact.
• Ability to build and maintain effective relationships and respond appropriately to inquiries and situations.
• Ability to remain effective in high-pressure or stressful situations.
• Adaptability to change, with awareness of surroundings and priorities.
• Strong written and verbal communication skills with a high degree of accuracy.
• Ability to identify the appropriate method and approach for call escalation to ensure accurate and efficient resolution.
• Proactively seeks solutions using available support resources.
• Ability to identify and communicate system or product performance issues.
• Strong computer skills, including the ability to guide clients through troubleshooting steps.
• Ability to work independently.
• Conscientious and detail-oriented.
• Ability to comply with all bank policies and procedures.
• Demonstrated team-oriented mindset and commitment to organizational success.

EDUCATION AND/OR EXPERIENCE

• High School Diploma or General Education Degree (GED)
• 1-3 years of related experience, training, or an equivalent combination of education and experience required
• less than 1 year of banking or contact center experience preferred

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
• Hearing - Frequently
• Sitting - Frequently
• Standing - Occasionally
• Talking - Frequently
• Noise Level - Moderate
• Typical Work Hours - Vary based on scheduling and business need
• Weekends - Vary based on scheduling and business need
• Overtime - Subject to business need
• Regular and Predictable Attendance - Required