Job Details

Job Opportunity At First Federal Bank

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 include:

• Providing excellent customer service and participating in creating a positive work environment.
• Processing a variety of requests including but not limited to payments, transfers, inquiries, travel notes, disputes, research, check orders, limit increases, and debit card orders.
• Assisting with a variety of requests for research and troubleshooting within Online Banking and Bill Pay.
• Investigating and resolving customer issues and effectively communicating to the appropriate parties.
• Transferring phone calls and information received to appropriate personnel.
• Completing additional tasks such as but not limited to retrieve and respond to secure messages, verifications of deposit, and SSI/Accuity verification requests.
• Providing information on an array of services for customers based on their requests and professionally managing situations that require special handling.
• Working closely and developing productive working relationships with all departments.
• Continually developing and maintaining a working knowledge of bank products, services, internal policies, and procedures to effectively help all customers via telephone or email.
• Building relationships with customers via recommendations and referrals through the Connections software.
• Maintaining an organized and efficient work area.
• Updating and maintaining the bank's internal employee phone list.
• Following all bank policies and procedures.
• Performing all job duties and maintaining proper phone etiquette, compliance with all banking acts, laws, and regulations.

Non-essential duties and responsibilities include:

• Assisting other employees with difficult or more complex situations.
• Ordering department office supplies.
• Maintaining key log and issuing keys.
• Testing phone system and recordings.
• Providing input and assisting with department meetings.
• Contributing to writing department policies and procedures.
• Assisting the Customer Service Center Manager and Supervisor in training and the development of the staff.
• Assisting 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.
• Two years of customer service experience.

Physical requirements and working conditions include:

• 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.

Qualifications preferred:

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