Customer Service Center Manager

Why work for 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.

For a meaningful job and to be part of a community-focused team, as well as much more, apply today at www.bankfirstfed.com/careers. 

Essential Duties and Responsibilities 


* Responsible for management and oversight of the Customer Service Center.


* Responsible for creating and maintaining a professional environment within the department.


* Responsible for building a cohesive and effective team.


* Responsible for maintaining efficient staffing levels and assigning appropriate workloads within the department.


* Responsible for developing and adhering to the department’s budget.


* Provides coaching and mentoring of all staff to include relationship building with our customers.


* Responsible for training staff on all bank products and services.


* Trains staff in regard to compliance with all bank policies and procedures, as well as department processes.


* Holds routine one-on-one meetings as well as department staff meetings and promotes open communication.


* Conducts observations/call shadows to ensure the desired levels of customer service are being met in accordance with bank expectations and objectives.


* Responsible for completing employee action plans and performance evaluations and provides ongoing coaching and feedback on performance.


* Uses multiple computer programs and works with other internal departments to conduct research and resolve customer and employee issues.


* Handles or assists staff with difficult or more complex customer requests/inquiries.


* 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.


* Completes additional tasks such as but not limited to reviewing and dispositioning online account applications, return item processing, retrieving and responding to secure messages, verifications of deposit, and SSI/Accuity verification requests.


* Assists with a variety of requests for research and troubleshooting within Online Banking and Bill Pay.


* Builds customer relationships, utilizes the...