Customer Resource Specialist

Glacier Bancorp, Inc.•Pueblo, CO

63d•Onsite

About The Position

Be a Customer Service Rockstar and help us continue our legacy of service excellence! Our Customer Support/Digital Branch Team is the voice of our company, and our strongest champions of our Core Values: Honesty and Integrity, Service to the Customer, Teamwork, Respect for the Individual, and Giving to the Communities We Serve. Be an outstanding Customer Resource Specialist that consistently delivers excellent service, support and solutions to our customers. Work in an extremely fast paced, customer-centric role, that is responsible for handling a significant volume of customer interactions, in a professional, efficient and courteous manner Promptly respond to customer questions and accurately identify customer needs or underlying issues and provide meaningful solutions on accounts, orders, payments, products, and services. Accurately completes and maintains related reports, records, files and scanning in a timely manner. Educates customers on our products and services and supports all functions within the Customer Support Team.

Requirements

A high school degree or GED.
Six months to two years of banking experience, including time spent in preparatory positons.
Bank rules and regulations.
General knowledge of Bank products and services.
Knowledge of Bank operating systems.
Strong written and verbal communication skills
Ability to work well under pressure and at an extremely fast pace
Ability to work in noisy environment
Ability to operate a multi-line phone system, computer, and related software
Understanding of Microsoft Word, Excel, and Outlook
Solid math skills and bookkeeping abilities
Excellent Customer Service skills.
Ability to establish and maintain effective working relationships with co-workers, customers, and the public.
Must be capable of regular, reliable and timely attendance.
Must be capable of climbing / descending stairs in an emergency situation.

Responsibilities

Responsible for the timely, accurate, efficient and professional completion of customer service functions in accordance with department expectations.
Answer all calls promptly, within 20 seconds and professionally using BSJ’s Service Call Evaluation form as their guide.
Take 100% ownership of the call by staying engaged thru collaboration and follow thru until the concern has been resolved.
Resolve customer needs promptly and professionally, on their First Call, by identifying the root cause and taking ownership of the call to resolution.
Effectively communicates resolution to the customer in a timely and professional manner.
Research, document, and resolve errors promptly, accurately, and efficiently.
Be knowledgeable on and provide concise and meaningful product information or be able to eloquently explain policies and procedures if applicable to the customer’s situation.
Accurately provide basic account information of all account types to customers including, but not limited to; balances, deposit amounts, check amounts, NSF fees and payment amounts and due dates.
Actively and professionally educate customers on BSJ products and services using a needs-based approach.
Perform basic account/system maintenance. Including but not limited to; stop payments, Internet Banking/Cash Management, telephone banking, verification of deposit, debit cards, hold placement, check orders, account research, debit card and ACH disputes.
Resolve customer Netteller emails.
Quickly and efficiently respond directly to customer inquires by phone call, secure email, or other BSJ approved method of communication.
Forward Netteller emails to appropriate staff in branch locations for resolution. Follow up as needed to ensure the resolution took place and has been communicated to the customer.
Responsible for promptly responding to customer voicemails left for the Department.
Respond directly to customer by phone or other BSJ approved method of communication.
Forward voicemail message to appropriate staff in branch locations for resolution. Follow up as needed to ensure the resolution took place and has been communicated to the customer.
Responsible for ensuring all emails sent to BSJ Ticket are resolved and worked in a timely manor following company policy and procedures. Tickets should not take precedence over incoming calls unless urgent.
Serve as a back up for wire processing ensuring that company policy and procedures are followed.
Must maintain a thorough knowledge of policies and procedures in order to be able to work independently or as a team with little direct supervision.
Department is spread out geographically and supervisor or other team members may not be in the same location.
Must be able to use email, instant message, and phone calls efficiently to communicate with supervisor and other team members.
Must exercise good judgement and decision making to quickly and efficiently resolve customer inquiries, concerns, or requests using our Core Values as a guide.
Adhere to Bank of the San Juans Company Core Values.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Demonstrate a Customer First approach when prioritizing tasks.
Demonstrate a high degree of accuracy when performing maintenance on customer accounts.
Keeps management appropriately informed of area activities and of any significant problems. Problems that impact our customers or are urgent in nature must be communicated immediately upon identification.
Participate in Community Service and Bank sponsored activities that serve and support the mission and values of the Bank of the San Juans.
Provide superior internal and external customer service: must demonstrate self-governance, courtesy and respect toward external customers as well as internal customers (all organization personnel).
Complete required bank and BVS training courses within assigned time frame(s).
Represent Bank of the San Juans in a professional manner which includes a professional image, confidentiality, a positive “can-do” attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs. Keep work area tidy and maintain customer privacy. Attends and participates in meetings as required.
Additional duties as requested or assigned.