Peak Bank Customer Support Specialist

Idaho First Bank; Boise (ID); On-site; USD 42,000 - 52,000; Full time

Job summary

Idaho First Bank seeks a Customer Support Specialist to back Peak Bank Digital Bank. You will deliver excellent service through multiple channels, resolve inquiries, and support account needs while upholding bank standards.

You will stay informed on products, policies, and regulatory requirements, document interactions, and assist with training new staff, contributing to a positive customer experience and loyalty across channels.

Qualifications

• Basic understanding of online banking, risk management and fraud detection.
• Strong communication skills, both verbal and written.
• Ability to collaborate in a team to meet deadlines.

Responsibilities

• Respond to customer inquiries via phone, chat, and email with timely resolutions.
• Provide information about bank products and services to customers.
• Handle complex cases and escalate when needed.
• Collaborate with Digital Banking Team to improve processes.
• Maintain up-to-date knowledge of bank products and policies.
• Document customer interactions and resolutions in records.
• Identify opportunities for cross-selling and upselling bank products.
• Assist in training and onboarding of new team members.
• Ensure compliance with bank policies and regulations.

Skills

Online banking

Risk management

Fraud detection

Education

High School diploma or equivalent

Tools

Word processing

Spreadsheets

Job description

Description

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.

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.

Requirements

• High School diploma or equivalent; 1+ years of experience in branch banking, bank operations, digital and online banking, fraud detection, or related fields.
• Working knowledge of banking, new accounts, banking operations, products and services, processes, and procedures.

About IFB

Idaho First Bank (IFB) is a full-service state-chartered community bank established in October 2005 and headquartered in McCall, Idaho. Known for its "People First and Community First" motto, the Bank serves the greater Southwest Idaho and Central Oregon communities. Branch locations include McCall, New Meadows, Eagle, Ketchum, Nampa, Boise, and Bend. Idaho First Bank is a member of the FDIC and an Equal Housing Lender. For more information, visit us at www.idahofirstbank.com.

Idaho First Bank is an AA/Equal Opportunity Employer