Customer Support Specialist

The Customer Support Specialist supports Peak Bank Digital Bank, a subsidiary of Idaho First Bank, by delivering exceptional customer service through timely and effective responses to customer inquiries, issue resolution, and account support. This role helps promote customer satisfaction and loyalty by providing reliable assistance across multiple communication channels while upholding the service standards and reputation of Peak Bank Digital Bank and Idaho First Bank for outstanding customer service.

Assures compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations. Supports the Bank’s core values and strategic initiatives.

Essential Functions:

• Respond to customer inquiries and issues via telephone, chat, and email, ensuring timely and accurate resolution.
• Provide detailed information about the Bank's products and services, assisting customers in selecting the options that best meet their needs.
• Handle complex customer situations with professionalism, escalating issues to higher levels when necessary.
• Collaborate with the Digital Banking Team to develop and improve customer service processes and procedures.
• Maintain up-to-date knowledge of the Bank's products, services, policies, and procedures.
• Document and log customer interactions, complaints, and resolutions in accordance with Bank policies.
• Identify opportunities for cross-selling and upselling Bank products and services to customers.
• Assist in the training and onboarding of new team members.
• Ensure compliance with all Bank policies, procedures, and applicable state and federal regulations.
• Assist with other duties as assigned by management.

Skills:

• Basic understanding of online banking, risk management, and fraud detection skills.
• Ability to collaborate effectively in a team setting to meet deadlines.
• Strong communication skills, both verbal and written.
• Demonstrates analytical, attention to detail, problem-solving, and customer service skills.
• Working knowledge of computer software, including word processing and spreadsheets.