Escalation Support Jobs (NOW HIRING)

This position may be located at First Interstate Bank's offices in Colorado, Idaho, Iowa, Missouri, Montana, Nebraska, Oregon, South Dakota, Washington and Wyoming.

What's Important to You

We know your career is just one aspect of a meaningful, complex, and demanding life. That's why we designed our compensation and benefits package to provide employees and their families with as much choice as possible.

• Accrue and use your paid time off (PTO) immediately - no waiting period - plus paid federal holidays in addition to PTO.

• Child Care Assistance Program for eligible dependent(s).

• We prioritize wellness by offering eligible employees a monthly stipend, toward a fitness club membership or exercise-related classes.

• The health and happiness of the places we call home matter to us. Learn a little more about what we do for the communities we serve and why we want YOU to be a part of it.

We encourage you to apply. Reach for what you want and tell us why your work ethic and willingness to learn make you a natural fit for #TeamFirstInterstate.

SUMMARY
The Treasury Support Escalation Specialist serves as the final escalation point for support cases, working directly with the customer and the account Treasury Officer to identify timely resolutions and mitigate risks that may impact customer satisfaction. This position is critical in delivering a hightouch experience during moments of friction and ensuring a proactive, solutionoriented approach to resolution across the customer journey.
ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serves as the primary escalation contact for unresolved or complex Treasury support issues.
• Troubleshoots and resolves advanced technical and operational problems related to Treasury services.
• Collaborates with Treasury Delivery, Relationship Managers, and IT teams to identify root causes and implement effective solutions.
• Documents resolution steps and contributes to the knowledge base and training materials for all of Treasury Solutions.
• Monitors escalated queues and escalates issues internally when needed.
• Participates in system testing, upgrades, and implementations as a subject matter expert (SME).
• Provides feedback to management on recurring issues and recommends process improvement opportunities.
• Maintains strong working relationships with internal system administrators.
• Ensures compliance with internal policies and regulatory requirements during issue handling.
• Leads customer conversations by proactively contacting customers to resolve issues.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
KNOWLEDGE, SKILLS AND ABILITIES

• Advanced technical knowledge of Treasury products and how they interact with various software systems.
• Strong analytical, critical thinking, and problemsolving skills.
• Ability to articulate solutions clearly to nontechnical users.
• Ability to make outbound calls to customers or potential customers and provide effective conflict resolution.
• Ability to communicate technical concepts in a clear and understandable way to nontechnical users.
• Experience with troubleshooting processes and escalation workflows.
• Ability to work independently and manage multiple priorities effectively.

EDUCATION AND/OR EXPERIENCE

• High School Diploma or General Education Degree (GED) required
• Associate's Degree preferred
• 4-6 years experience in Treasury, Operations, IT, and/or conflict resolution required

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job. In compliance with the Americans with Disabilities Act, the company provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

• Dexterity of hands/fingers to operate computer keyboard and mouse - Frequently
• Sitting - Frequently
• Standing - Occasionally
• Noise Level - Moderate
• Typical Work Hours - M-F (8-5)
• Regular and Predictable Attendance - Required

COMPENSATION & BENEFITS

We offer a competitive total compensation package including base salary and benefits. The anticipated pay range for this position is $32.63 to $50.61 per hour (in CO & WA), and depends on a variety of non-discriminatory factors including, but not limited to, job-related knowledge, skills and experience, education, and geographic location. Benefits available for this position include, but are not limited to, medical, dental, vision, short-term and long-term disability benefits and life insurance, flexible spending accounts, health savings account, employee assistance program, 401(k), Paid Time Off (new hires accrue at .069 per hours worked which equates to approximately 18 days per year inclusive of paid sick time) and up to 11 paid Federal holidays. Please note this information is provided for those hired in Colorado and Washington only, and this role is open to candidates outside of Colorado and Washington with compensation that aligns with your location. For more information regarding our benefits, please visit https://www.firstinterstatebank.com/company/about/employee-benefits.php..