Job Details

Customer Service Representative

Our company culture is driven by our desire to serve our members and communities, something we have done for over 100 years. Along with doing meaningful work, enjoy perks and benefits that come along with being part of Idaho's only mutual bank no stockholders or majority owners, just our account members!

Eligible First Federal Bank employees receive paid vacation, sick leave, and holidays; health insurance, dental insurance, and vision insurance; 401(K) retirement; educational assistance; life insurance; and long-term disability insurance.

Employees also receive paid community service hours and can participate in our Pay-It-Forward program to give back to the communities we serve. In addition, the First Federal Foundation has provided over $1.4 million to local non-profits since 2003.

Essential Duties and Responsibilities:

• Provides excellent customer service and participates in creating a positive work environment.
• Processes a variety of requests including but not limited to payments, transfers, inquiries, travel notes, disputes, research, check orders, limit increases, and debit card orders.
• Assists with a variety of requests for research and troubleshooting within Online Banking and Bill Pay.
• Investigates and resolves customer issues and effectively communicates to the appropriate parties.
• Transfers phone calls and information received to appropriate personnel.
• Completes additional tasks such as but not limited to retrieve and respond to secure messages, verifications of deposit, and SSI/Accuity verification requests.
• Provides information on an array of services for customers based on their requests and professionally manages situations that require special handling.
• Works closely and develops productive working relationships with all departments.
• Continually develops and maintains a working knowledge of bank products, services, internal policies, and procedures to effectively help all customers via telephone or email.
• Builds relationships with customers via recommendations and referrals through the Connections software.
• Maintains an organized and efficient work area.
• Updates and maintains the bank's internal employee phone list.
• Follows all bank policies and procedures.
• Performs all job duties and maintains proper phone etiquette, compliance with all banking acts, laws and regulations.

Non-Essential Duties and Responsibilities:

• Assists other employees with difficult or more complex situations.
• Orders department office supplies.
• Maintains key log and issues keys.
• Tests phone system and recordings.
• Provides input and assists with department meetings.
• Contributes to writing department policies and procedures.
• Assists the Customer Service Center Manager and Supervisor in training and the development of the staff.
• Assists the Customer Service Center Manager and Supervisor and may act as a back-up in their absence.

Qualifications Required:

• A High School diploma or equivalent is required. Two years of customer service experience.

Qualifications Preferred:

• One year of banking experience to include knowledge of banking products and services and/or one year of call center experience.

Physical Requirements and Working Conditions:

Sitting for extended periods of time, requires close visual acuity and the ability to work and operate computer applications and equipment including copy machine, telephone, scanner or other basic business equipment. The job is within the normal office cubical environment range.